Lightning Talk from 2019's The Digital Nonprofit conference.

1. Have you Talked to your Customers Today?
How to get started
Kathryn Svobodny

2. . © TechSoup Global | All rights reserved2
But I’m Busy!
• Data is important, but it will not give you the whole story
• Understand customer challenges and unmet needs
• Engaged customers are happy customers

3. . © TechSoup Global | All rights reserved3
Methods
• In person interviews
• Focus groups can be tricky
• Surveys
• Phone interviews

4. . © TechSoup Global | All rights reserved4
Lightening Case Study: Product Advisory Panel
• TechSoup Product Advisory Panel
• 580 participants
• Highly engaged users
• Representative sample of customer database (organization size, mission, etc)
• Clear on commitment and expectations
• Monthly survey
• One in-depth interview

5. . © TechSoup Global | All rights reserved5
A Few Tips
• Be clear about who you want to talk to
• Always include a “I don’t know” response on surveys
• Put something in front of them
• Be transparent within your organization about what you are learning – people will be interested!
• At the end of the engagement, say thank you and recap what you learned

6. . © TechSoup Global | All rights reserved6
Just Get Started!
• Reach out to five customers next week
• Ask them specific questions, but also be open to conversation

7. Thank you!
ksvobodny@techsoup.org