I work at a company that wants to democratize decision making via “digital experience optimization.” In other words, we’ve created a technology that allows businesses to do online testing and use data to drive their decision making. As we’ve grown and seek to become viewed as a more enterprise-focused business, what unfortunately also happens is that customers who are smaller and, well, pay us less money, tend to fall to the wayside in terms of love and attention they get. Sadly, this has affected customers in our nonprofit sector, who by definition are time and resource-strapped, but they really need someone to guide them in the right direction.

So I got tapped by our nonprofit/charitable giving lead to see if I could help some of these customers by reaching out to see what stage of testing maturity they are at, and what assistance we could provide them to be successful. The hardest thing with working with these customers is figuring out if they even want to be helped; as with any person, people can only be helped if they want to be helped. We cannot force things upon them. Now, what does that sound like?

It’s really annoying when customer frustrations remind you of the frustrations you have in your personal life with your own family.