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Creating Loyalty Through Experiencewww.customerexperience101.blogspot.comTwitter: bridgetlbrandtBridget L. Brandt,[object Object]
About me,[object Object],https://about.me/bridgetlbrandt,[object Object]
Sage, 30 years of experience,[object Object]
Agenda,[object Object],[object Object]
Evaluate your current donor experience
Enhance your current donor experience
Strategy & Planning
Real World Tips and Techniques(Yes, it is that simple.),[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object]
Our Program,[object Object],Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],Treat customers like we would like to be treated,[object Object],Program consists of many elements:,[object Object],Series of e-mails and direct mails designed to help new customers be successful.,[object Object],Annual thank-you programs,[object Object],“Love Bombs”,[object Object],Making decisions that replicate how we would want to be treated.,[object Object],Results:,[object Object],4X the revenue for customers in the program.,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],So…what is your experience like today?  ,[object Object],Do you really know what it is like to work with your   organization?   ,[object Object],You should.,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],How to Identify & Evaluate Your Experience,[object Object],Get more information,[object Object],Act like a donor/customer,[object Object],Get someone else to act like a donor,[object Object],Listen to your staff and volunteers,[object Object],Survey-See appendix for tips,[object Object],Research-Understand your current donors,[object Object],Examine all of your touch points,[object Object],Be honest when you evaluate yourself and don’t punish people for that honesty.,[object Object],Accept the truth ,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],How to Enhance Your Donor Experience,[object Object],1. Establish a plan after you understand the value of the base.,[object Object],What are you trying to solve for? Recurring gifts, new donors,  loyalty, etc…?,[object Object],2. Consider a pilot – to provide proof of concept.,[object Object],3. Review and Revise – Donors change, economy changes, patterns change….review and revise your strategy.,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],Enhancing Experience in the Real World,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],Enhancing Experience in the Real World,[object Object],Employees: 92% of loyal employees will go above and beyond the call of duty**,[object Object],Top Five Drivers of Loyalty ,[object Object],**Walker Information Group, http://www.walkerinformation.com/pics/wlr/Employee_ExecSumm_07.pdf,[object Object]
Identify,[object Object],Evaluate,[object Object],Enhance ,[object Object],Real World Examples,[object Object],Enhancing Experience in the Real World,[object Object],Volunteers: They are you.,[object Object],Make sure they understand they represent you & what that means.,[object Object],[object Object]
Provide them with the tools they need to share our story
Be available, open, and honest,[object Object]
Think about “What’s in it for me?”
Engage, do something that creates the need for participationSocial Media: What are you doing with it?  What are your donors doing with it?,[object Object],[object Object]
http://www.youtube.com/watch?v=4-94JhLEiN0

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Hinweis der Redaktion

  1. 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.