I enjoyed this interview with Todd Curtis, Chief Product Officer at You Need a Budget. They cover a lot of ground in From spreadsheet to digital product: You Need a Budget’s Product Excellence evolution, but I especially like the discussion about the many different customer touchpoints they maintain:
As ideas move into discovery and validation, Todd and his team go to customers directly. Todd tries to have hour-long sessions with two customers every week to learn about their budgeting story. Through the company’s frequent online workshops, YNAB is able to engage with hundreds of customers each day and hear their questions and concerns.
All these efforts help YNAB gain a deep understanding of what their customers really need and informs product strategy with actionable intelligence.
The use of workshops (or in our case, webinars) to engage and get feedback from customers is a great practice. It provides tons of value to customers while also helping companies to understand their needs better.