Bridge Conference, Enhancing Customer Experience
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The document discusses creating loyalty through customer experience. It recommends identifying your current donor experience, evaluating it, and enhancing it. Some tips for enhancing experience include establishing a clear plan, considering pilots, reviewing and revising strategies as needed. Real-world examples discussed include treating employees, volunteers, mailings, social media, websites, and accountability according to best practices. The overall message is that enhancing the customer experience is important and can be done through thoughtful strategies.
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Bridge Conference, Enhancing Customer Experience
- 1. Creating Loyalty Through Experience#thebridgeconfwww.customerexperience101.blogspot.comTwitter: bridgetlbrandtBridget L. Brandt
- 3. Sage, 30 years of experience thebridgeconf
- 5. Evaluate your current donor experience
- 6. Enhance your current donor experience
- 8. Real World Tips and Techniques(Yes, it is that simple.) thebridgeconf
- 9. Identify Evaluate Enhance Real World Examples thebridgeconf
- 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. thebridgeconf
- 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. thebridgeconf
- 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 thebridgeconf
- 13. Identify Evaluate Enhance Real World Examples thebridgeconf
- 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. thebridgeconf
- 15. Identify Evaluate Enhance Real World Examples Enhancing Experience in the Real World thebridgeconf
- 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 thebridgeconf
- 18. Provide them with the tools they need to share our story
- 19. Be available, open, and honestthebridgeconf
- 21. Think about “What’s in it for me?”
- 25. Identify Evaluate Enhance Real World Examples Enhancing Experience in the Real World Facebook Reveal Page Facebook Donation Widget Others doing this well: http://www.facebook.com/Tortuga.Day.Spa.and.Salon thebridgeconf
- 27. Use pictures
- 28. Use HootsuiteWant more info and stats: http://favoritethingsforacause.wordpress.com/2011/06/04/very-few-charities-are-taking-advantage-of-social-media-fundraisers/ thebridgeconf
- 30. *Data provided by Internet research firm Nielsen Norman Groupthebridgeconf
- 31. charitywater.org Does it deliver? Impact Success Details on org Accountability
- 32. Best Practices—Progress Bar, Interesting Donation Page
- 34. Thank-you! Bridget L. Brandt Director of Marketing, Nonprofit Solutions Sage Business Solutions 12301 Research Blvd. Building IV, Suite 350 Austin, TX 78759 512-861-3039bridget.brandt@sage.com thebridgeconf
- 36. Make a plan—how many people in your organization are surveying? Centralize the process.
- 37. Write a short questionnaire
- 38. Use simple words
- 40. Assure a common understanding –Don’t use terms specific to your organization
- 41. Don't write leading question- You want honesty, to truly identify
- 42. Don't make the list of choices too long
- 44. Avoid difficult recall questions
- 45. Put your questions in a logical order
- 47. Cover memo or introduction- tell them why you are surveying
- 48. Use some open ended questions-You want to provide an opportunity to tell you more, good and bad.thebridgeconf
Notes de l'éditeur
- 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.