Overview

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.

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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 and senior vice president and general manager of Data.com. Before Salesforce, Andy was vice president of product management at Oracle and vice president of product marketing at Stellent (acquired by Oracle). He started his career as a software developer at EDS. Andy holds a BA from Michigan State University and an MBA from the University of Edinburgh (Scotland). Janelle Estes is UserTesting's chief insights officer and an expert research practitioner fascinated by human behavior and intrigued by data insight. 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. Prior to UserTesting, she held UX research consulting roles at Nielsen Norman Group and Forrester Research. Lexi Mae has been trained in public speaking. Her 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. Her unique skills of connecting with people of all ages and backgrounds aids her in bringing life and love into the books she narrates. When she's not in her home studio recording, you can find her sewing, painting, and baking. She also enjoys spending her time outdoors with her husband, playing disc golf, biking, and camping.

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