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2011webcastenhancingcustomerexperience 110726165759-phpapp02[1]
- 1. Creating Loyalty Through Experiencewww.customerexperience101.blogspot.comTwitter: bridgetlbrandtBridget L. Brandt
- 3. Sage, 30 years of experience
- 5. Evaluate your current donor experience
- 6. Enhance your current donor experience
- 8. Real World Tips and Techniques(Yes, it is that simple.)
- 9. Identify Evaluate Enhance Real World Examples
- 10. Our Program Identify Evaluate Enhance Real World Examples Treat customers like we would like to be treated Program consists of many elements: Series of e-mails and direct mails designed to help new customers be successful. Annual thank-you programs “Love Bombs” Making decisions that replicate how we would want to be treated. Results: 4X the revenue for customers in the program.
- 11. Identify Evaluate Enhance Real World Examples So…what is your experience like today? Do you really know what it is like to work with your organization? You should.
- 12. Identify Evaluate Enhance Real World Examples How to Identify & Evaluate Your Experience Get more information Act like a donor/customer Get someone else to act like a donor Listen to your staff and volunteers Survey-See appendix for tips Research-Understand your current donors Examine all of your touch points Be honest when you evaluate yourself and don’t punish people for that honesty. Accept the truth
- 13. Identify Evaluate Enhance Real World Examples
- 14. Identify Evaluate Enhance Real World Examples How to Enhance Your Donor Experience 1. Establish a plan after you understand the value of the base. What are you trying to solve for? Recurring gifts, new donors, loyalty, etc…? 2. Consider a pilot – to provide proof of concept. 3. Review and Revise – Donors change, economy changes, patterns change….review and revise your strategy.
- 15. Identify Evaluate Enhance Real World Examples Enhancing Experience in the Real World
- 16. Identify Evaluate Enhance Real World Examples Enhancing Experience in the Real World Employees: 92% of loyal employees will go above and beyond the call of duty** Top Five Drivers of Loyalty **Walker Information Group, http://www.walkerinformation.com/pics/wlr/Employee_ExecSumm_07.pdf
- 18. Provide them with the tools they need to share our story
- 20. Think about “What’s in it for me?”
- 25. Use pictures
- 26. Use HootsuiteWant more info and stats: http://favoritethingsforacause.wordpress.com/2011/06/04/very-few-charities-are-taking-advantage-of-social-media-fundraisers/
- 29. Best Practices—Progress Bar, Interesting Donation Page
- 31. Thank-you! Bridget L. Brandt Director of Marketing, Nonprofit Solutions Sage Business Solutions bridget.brandt@sage.com SLIDES ARE AT:
- 33. Make a plan—how many people in your organization are surveying? Centralize the process.
- 34. Write a short questionnaire
- 35. Use simple words
- 37. Assure a common understanding –Don’t use terms specific to your organization
- 38. Don't write leading question- You want honesty, to truly identify
- 39. Don't make the list of choices too long
- 41. Avoid difficult recall questions
- 42. Put your questions in a logical order
- 44. Cover memo or introduction- tell them why you are surveying
- 45. Use some open ended questions-You want to provide an opportunity to tell you more, good and bad.
Notas del editor
- About Sage Nonprofit SolutionsSage Nonprofit Solutions has been serving nonprofit and governmental organizations for more than 30 years. Sage currently helps more than 3.1 million small and midsized businesses, including more than 32,000 unique not-for-profit organizations, in the U.S. and Canada increase efficiency and more easily manage their operations through the use of technology. From fund accounting, donor and fundraising management, and fixed asset management, to online donation processing, human resources (HR), payroll, and health care, Sage offers a software product or service to meet the organization’s need.