Episode 12

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Published on:

22nd Mar 2021

Sarah Friar on Keeping Empathy as a Core Value

As the conversation begins, Sarah encourages those on the cusp of their careers with input from her own journey, encouraging pursuit of passions along with knowledge that no experience will be wasted. Sarah further shares about her development of empathy, Nextdoor’s focus on both data science and observation, and the way in which her company approaches new endeavors. Nextdoor is driven by a growth mindset, but its pursuit of growth is tempered by its commitment to customer-centrism.  Sarah shares how she, as CEO, hones this commitment, and also explains other aspects of her work, such as the importance of community-orientation and the Nextdoor kindness reminder.  As she fields faculty and student questions and offers concluding thoughts, Sarah considers topics ranging from business mistakes, to current trends, to her hope in technology and the next generation of workers.  

Key Takeaways:

0:40 - This episode features Sarah Friar, CEO of Nextdoor.

1:31 - Andy greets Sarah and asks her to advise people looking to start their careers.

7:19 - The conversation turns to a story about Sarah’s time in Ghana.

12:37 - Sarah believes businesses need a melding of data science and customer observation.

15:23 - The two talk about eliminating dissatisfiers versus focusing on new value propositions.

19:41 - How does Nextdoor situate ideation within its company structure?

24:48 - Andy asks about managing tensions and keeping focus on the customer.

25:21 - Sarah explains the Nextdoor kindness reminder. 

27:55 - She then talks about what “customer-centric” indicates and what a neighborhood is.

31:05 - Professor Molly Rapert asks about mistakes and trends.

36:22 - A student question raises issues of customer experience and organizational purpose.

41:14 - What gives Sarah hope, and will the strategic objective pipeline stay focused?

45:44 - Sarah shares a needed leadership trait before Andy offers a final recap and takeaway.

Links:

Learn more about Sarah Friar and connect with her on LinkedIn and Twitter.

Read Sam Walton’s Sam Walton: Made in America

Learn more about Andy Murray.

Learn more about the “It’s a Customer’s World” podcast.

Learn more about the University of Arkansas and its Customer Centered Leadership Initiative.

Learn more about the University of Arkansas’ business school, Walton College.

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About the Podcast

It's a Customer's World with Andy Murray
Equipped with more than 30 years of experience in retail, most recently as the Chief Customer Officer for Walmart Asda in the U.K., host Andy Murray is sharing his expertise through his new role as the founder and executive chair of the Customer Centric Leadership Initiative at the University of Arkansas Sam M. Walton College of Business. Now more than ever, retailers and brands are accelerating their quest to be more customer centric, but to be truly customer centric, it requires both a shift in mindset and ways of working, not just in marketing but in all parts of the organization. Through his initiative and this podcast series, Andy will be talking with practitioners, thought leaders, and scholars to hear their thoughts on what it takes to be a leader in today’s customer centric world.

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