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Share Name | Share Symbol | Market | Type |
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UserTesting Inc | NYSE:USER | NYSE | Common Stock |
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0.00 | 0.00% | 7.50 | 0 | 01:00:00 |
Seventy-nine percent of CEOs state customer empathy fuels financial performance
UserTesting (NYSE: USER), a leader in video-based human insight, today released the findings of a survey, in partnership with the FORTUNE Brand Studio, titled The ROI of Customer Empathy. The survey looks at the role CEOs play in building a culture of customer understanding and the impact customer empathy has on driving innovation, digital transformation, financial performance, and ultimately business success.
In a business world where customer sentiment and loyalties can shift overnight, the C-suite has quickly realized that getting customers to stay long-term with their companies now requires an authentic demonstration of customer empathy. Today’s CEOs are realizing that being empathetic to their customers is now a key to their organization’s success.
The ROI of Customer Empathy survey revealed several key trends including:
CEOs agree that attention must be paid to customer empathy
Designing better products and experiences takes deep customer understanding
Direct interaction is the best way to gain customer insights
“The research reflects what we see every day with our customers. Empathy is having a greater and greater impact on overall business outcomes,” said Andy MacMillan, CEO of UserTesting. “CEOs must lead the effort to make sure every employee has access to the human insights they need to truly understand their customers. As we see from the findings of this report, CEOs need to be the stewards of customer empathy and foster a company culture ingrained in customer feedback.”
To access The ROI of Customer Empathy report, click here.
Methodology FORTUNE Brand Studio and UserTesting conducted an online survey of 200 CEOs in October 2021. All respondents were located in North America, Europe, and the Asia-Pacific region. Of these, 60% were CEOs of small-and medium-sized companies (up to 250 employees and 251 to 1,000 employees, respectively), and 40% led large enterprises with more than 1,000 employees.
About UserTesting UserTesting (NYSE: USER) has fundamentally changed the way organizations get insights from customers with fast, opt-in feedback and experience capture technology. The UserTesting Human Insight Platform taps into our global network of real people and generates video-based recorded experiences, so anyone in an organization can directly ask questions, hear what users say, see what they mean, and understand what it’s actually like to be a customer. Unlike approaches that track user behavior then try to infer what that behavior means, UserTesting reduces guesswork and brings customer experience data to life with human insight. UserTesting has more than 2,300 customers, including more than half of the world’s top 100 most valuable brands according to Forbes. UserTesting is headquartered in San Francisco, California. To learn more, visit www.usertesting.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20220406005476/en/
UserTesting, Inc. Chris Halcon 415-699-0553 chalcon@usertesting.com
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