User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences
Janelle Estes · Andy MacMillan
Feb 2022 · Gildan Media · Narrated by Lexi Mae
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6 hr 8 min
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About this audiobook
Learn what "customer-centric" really means in this groundbreaking book
User Tested delivers an eye-opening and compelling treatment of putting customers back at the center of your business model. In this book, you'll discover why the company that offers the best customer experience always wins, and that real, three-dimensional people can't be reduced to data points on a graph.
You'll learn about how dashboards and metrics might look pretty in a report or proposal, but that they're a poor substitute for a solid grounding in how real customers really feel. You'll also find out:
● How to apply the customer's perspective at scale throughout your company, driven by your board or executives and filtering up through the grassroots
● Applying the customer experience playbook, from sales and marketing to product development and customer engagement
● How to connect with customers, gain meaningful feedback, and take action on real human insight
Perfect for founders, managers, executives, and business leaders in industries of all kinds, User Tested provides a powerful new perspective on how to bring the true voice of the customer back into decision making.
User Tested delivers an eye-opening and compelling treatment of putting customers back at the center of your business model. In this book, you'll discover why the company that offers the best customer experience always wins, and that real, three-dimensional people can't be reduced to data points on a graph.
You'll learn about how dashboards and metrics might look pretty in a report or proposal, but that they're a poor substitute for a solid grounding in how real customers really feel. You'll also find out:
● How to apply the customer's perspective at scale throughout your company, driven by your board or executives and filtering up through the grassroots
● Applying the customer experience playbook, from sales and marketing to product development and customer engagement
● How to connect with customers, gain meaningful feedback, and take action on real human insight
Perfect for founders, managers, executives, and business leaders in industries of all kinds, User Tested provides a powerful new perspective on how to bring the true voice of the customer back into decision making.
Learn what "customer-centric" really means in this groundbreaking book
User Tested delivers an eye-opening and compelling treatment of putting customers back at the center of your business model. In this book, you'll discover why the company that offers the best customer experience always wins...
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About the author
Janelle Estes is chief insights officer at UserTesting. She has over fifteen years of experience conducting large-scale customer research initiatives with both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences.
Andy MacMillan is chief executive officer of UserTesting and oversees the strategic direction of the company. Before joining UserTesting, Andy was CEO of Act-On software and held several senior leadership positions at Salesforce, including chief operating officer of the products division.
Lexi Mae's love for reading and telling stories began as a little girl long ago. This passion for storytelling led her to pursue her dream job: narrating audiobooks. When she's not in her home studio recording, you can find her enjoying her many hobbies, including sewing, painting, and baking.
Janelle Estes is chief insights officer at UserTesting. She has over fifteen years of experience conducting large-scale customer research initiatives with both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences. Andy MacMillan i...
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