Do you really understand how your customers experience your product, website, app, or service? Janelle Estes, Chief Insights Officer at UserTesting, would guess that while you probably think you do, you likely actually don’t. Janelle joins the podcast to talk customer expectations, why business metrics don’t always align with these expectations, and shares tips and tricks for companies looking to get honest, relevant, and applicable feedback on their UX.

Tune in to learn:

• What metrics really matter when analyzing customer satisfaction? (6:10)
• Why what the customer care about matters more than price. (16:00)
• How to think about phrasing when you are gathering feedback. (17:15)
• Thinking about the sensitivities around tracking data. (20:00)
• Building a bridge between sales and marketing. (29:00)

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