About Speaking Workshop Podcasts Articles Contact

Episode 12

Sarah Friar on Keeping Empathy as a Core Value.

It's A Customer's World Podcast

Read more

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.

Meet Your Host: Andy Murray

 

Andy is a highly effective senior leader with a passion for growth, creating cultures that unleash talent, and building capabilities through collaboration across functions. He has held leadership roles across retail (Walmart), CPG (P&G), start-ups (Mercury 11, Saatchi X) and global organizations (Asda U.K.). A creative problem solver, innovator, and marketer, he is known for building high-performing teams and delivering results.

Andy is a lifetime Honorary Board member of the University of Arkansas's Center for Retail Excellence where he helped developed the Center's presence and Innovation conferences. He is also an Early Board Member for the Soderquist Center for Leadership and Ethics college. Andy was inducted into the Shopper Marketing Hall of Fame in 2013 for his pioneering work in developing best practices and industry leadership in the emerging field of Shopper Marketing. He currently serves as Chairman of Asda Foundation.