Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy.

Dr. Natalie Petouhoff believes business leaders often don’t know “What It’s Like” for employees and customers to experience their brand. She co-authored Empathy in Action with Tony Bates, a book that teaches how empathy-based business criteria can transform customer and employee experiences, galvanize trust and loyalty, and drive better business results.

We discuss:

• The biggest misconception about empathy• What customers really want • How empathy transforms business practices• The two most critical missing measures on the P&L statement• How the pandemic changed the workforce forever• How emotional connections affect brand service recovery efforts• The economics of Customer and Employee Experience• The surprising relationship between empathy and efficiency• How generational differences impact the workforce zeitgeist

Connect with Dr. Natalie on LinkedIn – https://www.linkedin.com/in/drnataliepetouhoff/

Empathy in Action – https://empathyinactionbook.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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