Press Release
SAN FRANCISCO, Calif. – April 6, 2022 – 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.
UserTesting Technologies, Inc.
Susie Penner
press@usertesting.com
About UserTesting
UserTesting enables organizations to craft exceptional customer experiences through actionable human insights. With the world’s strongest participant network, AI-driven insights, comprehensive feedback solutions, and expert-level