Closing the Empathy Gap in CX Featuring Andy MacMillan

Top Takeaways:-      Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their customers are having a good experience with their product. -      Brands must remember that they not only sell products and services, but experiences. As much time and effort should be put into making sure the experience is a good one. -      Companies build brand loyalty, not technology loyalty. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one. -      Though technologies have changed and improved, customer service and experience have remained the same. Nothing has really changed. Customers still want a quick and easy resolution to their problem—and companies want to make their customers happy and get them to come back. -      You can’t have a customer-centric culture without putting actual customers at the center of your business. Do not replace customers with data or technology, or your company will suffer in the long run. -      Listen to what your customers are telling you about their experiences with you, your products and your services. They will tell you where friction is and what they want. -      Every employee at every level of the organization should come into contact with the customer and listen to their feedback. This will foster empathy and create a more customer-focused culture. Leadership must model this. Quote:“If you want to have a customer-centric business model, you have to have a customer at the center of that business model. Technology does not replace that. Data is great, but it is in no way a way to replace actually building empathy with your customer.” About:Andy MacMillan is the CEO of UserTesting and a former product executive at Oracle and Salesforce with 20 years of enterprise SaaS experience. He helps companies become more customer-centric. Learn more about your ad choices. Visit megaphone.fm/adchoices

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