Shep Hyken interviews Andy MacMillan, CEO of UserTesting. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology.
“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.”
“Know what your brand identity is, not just as you perceive it but as your customers perceive it.”
“None of us, as customers, want to be treated like a number. Yet how many companies do all their customer work by treating everyone like numbers? If you want to break out of that cycle, go talk to some actual customers.”
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.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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