User Testing for Elevated Customer Service and Brand Experiences
What Is User Testing?
How Does integrating User Interface (UI) and User Experience (UX) into your Customer Experience (CX) reduce barriers and improve customer experiences?
In this podcast episode, you’ll learn answers to these questions and invaluable insights from Customer Experience expert Stacy Sherman and special guest User Testing CEO Andy MacMillan. You’ll understand the art of customer-centric product development and ways to increase customer empathy needed for business growth.
Discussions aim to help you:
- Understand the pivotal role of technology in gaining a deep comprehension of your customers’ experiences and struggles.
- Discover how Andy MacMillan’s leadership philosophy of curiosity and active participation can elevate your approach to CX.
- Learn the benefits of user testing and how real customer feedback is crucial for improving service interactions and product design.
- Explore why building professional and social networks can vitalize both your personal growth and business success.
- Gain wisdom from a case study where optimizing a checkout process without customer insights led to unexpected subscription rate drops.
- Grasp the importance of pricing studies, market research, and competitive analysis through efficient, scalable customer feedback mechanisms.
No matter your role in business, whether you’re an executive, product developer, or a marketer, there’s valuable information to help you align customer needs with business objectives.
User Testing & Customer Experience Takeaways
- Don’t make assumptions – continually test with users to identify blindspots
- Use rapid user testing feedback loops throughout development, not just after launch
- Validate concepts and designs early to prevent costly rework
- Compile ROI case studies showing user testing benefits for stakeholder buy-in
- Apply user testing beyond products (marketing, internal apps, etc.)
- Foster curiosity, empathy, and urgency in addressing customer frustrations
Time Line and Topics:
0:00 Introduction to Andy MacMillan and UserTesting
2:30 Importance of user testing for customer empathy
5:15 How user testing technology works
8:00 Testing marketing messaging with user feedback
10:30 Validating product concepts early via user testing
13:00 Overcoming resistance to gathering customer insights
15:30 Using testing to improve contact center CX
18:00 Andy’s leadership advice for customer-centric culture
20:00 Key takeaways on gaining authentic customer empathy
In sum:
User Testing allows you to quickly collect feedback by having real people record themselves using prototypes and designs. This identifies issues early, saving rework costs.
By truly understanding your customers through user testing, you can make customer empathy a competitive advantage and deliver exceptional experiences.
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About Andy Macmillan:
Technology executive focused on leading high-growth organizations. Andy brings 20 years of enterprise SaaS experience to UserTesting. As a former product executive at Oracle and Salesforce, he saw the critical role that customer centricity plays in creating great experiences. By helping companies become more customer-centric, he has grown multiple enterprise SaaS businesses to hundreds of millions of dollars.
Connect with Andy on LinkedIn
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Keyword themes: Doing CX Right podcast business ,customer service user testing
