“Empathy in Action” is a Wall Street Journal Business Bestseller and a USA Today National Bestseller.
WASHINGTON, DC, July 20, 2022 /24-7PressRelease/ — In their new book “Empathy in Action: How to Deliver Great Customer Experiences at Scale,” co-authors researcher Dr. Natalie Petouhoff (let’s say PET-a-hoff) and Tony Bates, longtime technology leader and CEO of Genesys®, is launching a global dialogue to put customers and employees first. The book debuted at No. 6 hardcover and No. 1 eBook on the Wall Street Journal‘s Business Bestseller list and is one of USA Today’s Top 100 National Bestsellers.
“Empathy in Action” is recognized in a series of respected business book awards, including an “IPPY” Gold Medal for Best Business Book of the Year by the Independent Booksellers Association, as well as to be named a finalist at the International Book Awards 2022 (General Affairs category) and the NIEA 2022 (National Indie Excellence Awards.)
In “Empathy in Action,” Bates and Petouhoff explore the blind spots most companies have when it comes to looking at their business from the perspective of their employees and customers.
Putting empathy into action means learning to look at experiences from the perspective of customers and employees, and it can make businesses much more successful than ever, says Bates.
“There are really two main assets in a company: employees and customers. If you don’t have employees, there’s no one to create products and services. And without customers, there’s no one to buy what you make,” says Petouhoff. “Still, neither are on the bottom line.”
The pandemic has created cause for pause. Everyone’s life slows down; it gave customers and employees a chance to think, leading to what is now called the Great Resignation – people thinking hard and making different choices for their lives. Businesses need to realize that there is a whole new set of expectations. “And that’s why now is the perfect time to spark a movement of respect from customers and employees to drive tangible change,” says Petouhoff.
Based on millions of customer interactions and over a decade of working on the front lines to help some of the world’s biggest brands create real engagement, Bates and Petouhoff have developed a bold set of criteria to help leaders see their businesses through the lens of the customer and the employee. They encourage leaders to radically disrupt and grow their businesses by asking questions such as:
• Why is the customer and employee experience lacking?
• How can experiences be transmitted through empathy in action to gain trust and loyalty?
• What will it take to move beyond tired claims that customers or employees are the top priority and actually create businesses that believe in and practice this every day?
Rather than pay lip service to these often misunderstood ideals, this startling book offers a new vision of how to build businesses that no longer compromise the customer and employee relationship and instead make it the top priority. Through case studies, impact stories, and a compelling new framework for creating customer and employee-centric experiences, Bates and Petouhoff demonstrate how leaders can disrupt industries with their exponential flywheel Empathy in Action. ™ Business Flywheel.
Bates and Petouhoff define empathy as the concept of not only putting yourself in someone else’s shoes to understand what they are going through, but also acting from their point of view. Delivering personalized experiences at scale requires using customer and employee data, AI-enhanced technology, a transparent approach and processes in marketing, sales and service, and a culture and strong leadership.
Business leaders can use this empathy assessment to assess their company’s readiness, strengths, and opportunities for improvement.
“‘Empathy in Action’ is a roadmap for companies to create a culture of empathy both for employees and in their dealings with customers, which can become a ‘force multiplier,'” says Arianna Huffington , founder and CEO of Thrive and founder of The Huffington Post.
about the authors
Tony Bates is President and CEO of Genesys® and co-author of the new USA Today and Wall Street Journal Business bestseller “Empathy in Action: How to Deliver Great Customer Experiences at Scale”. A passionate technologist at heart with strong business acumen, he has held trusted leadership positions in some of the world’s most respected SaaS (software as a service) companies. With decades of experience leading businesses through major market transitions and rapid scale, he leads Genesys’ strategy, direction and operations in more than 100 countries, overseeing a global team of more than 6,000 employees.
Dr. Natalie Petouhoff (let’s say PET-a-hoff) is a customer and employee experience researcher, strategist, and co-author of the best-selling new USA Today and Wall Street Journal Business book Empathy in Action: How to Deliver Great Customer Experiences at Scale “. .” Petouhoff is a trusted customer service and employee advisor/evangelist at Genesys®. Her work helping hundreds of brands move from outdated paradigms to new frontiers has made her one of the world’s top customer experience experts. With a doctorate. in engineering from UCLA, she believes we can create technologies and organizations focused on improving humanity by understanding and prioritizing what we optimize for and why.
To learn more, visit empathyinactionbook.com.
About Ideapress Publishing
Ideapress Publishing is an author-centric publisher of brilliant business books. Ideapress currently has three editions and has published over 50 titles over the past five years, including several best-selling titles by widely known authors. The published titles have also won over 70 industry awards and have been translated into over twenty languages.
For more information, visit the online press kit empathyinaction.onlinepresskit247.com. To request an interview with Tony and Natalie, contact international publicist Michelle Tennant Nicholson: [email protected] or 828-749-3200.
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