Adventures in Customer Service

Social Media Bird Brain

customer service NGO Readymag Small nonprofit Web application Image via Bruce Sallan There are a lot of new services out there and I looked at one this week called Readymag, which helps users create ''microsites, portfolios, photo stories, magazines, and presentations'' using templates. As I browsed through their examples I wondered why a person or NGO with an already significant social media presence would want to use their service. So I sent them an.

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Customer Loyalty is not Customer Retention

Non Profit Marketing 360

One popular application of a customer retention strategy is a loyalty campaign or loyalty program. Just about every business has one, and we love to see our customers completing loyalty programs that truly drive their customers to new levels of engagement. But too many times a loyaty program is seen as the basis for a customer retention program not a supplement to a strategy. Lets look at a few areas of customer retention that loyalty programs do not address.

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Want Better Payoffs From Your Donor Communication? Start Customizing It

Kivi's Nonprofit Communications Blog

Now that these different kinds of donors have been identified, as retained, new and lapsed donors, the next step is to explore customization of your marketing communication to address specific needs of these identified segments. Somya Qureshi.

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Customer Feedback, Corporate Style

The Agitator

In his post on the importance of donor feedback and experiences yesterday, Roger lamented: “Although the commercial world spends literally billions of $ seeking feedback on customer experiences — like the surveys you get after an airline flight, a hotel stay, or an online purchase — it continually amazes me that few organizations who consider themselves donor-centric make any effort to listen to listen to their donors and learn from their comments and complaints.”

CRM and Customer Retention

Non Profit Marketing 360

With digital media, the core advantage is the collection of thousands of data to allow you to critically evaluate your customer behaviors. Actually foreseeing what your customers will do in light of an event. The most popular and recommended way to do this is with a Customer Relationship Management software, or CRM. Your CRM should allow you to not only collect information on the demographics of your customers, but also on the historical behaviors of your customers.

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McKinsey On Customer Experience

The Agitator

The Agitator , especially in the persona of Roger, has been hammering away at the importance of improving ‘customer service’ in the context of cultivating donor commitment and retention. Here’s a relatively brief and — despite the consultant-speak (need to do something to justify those exorbitant consulting fees) — digestible article from the firm, Are you really listening to what your customers are saying?

#HOWTO: Customize & Brand Your Twitter Account

Non Profit Marketing 360

The logo/image is the easiest thing to customize and can be done right within Twitter. If you want to take your customization to the next level ? Don't simply accept Twitter's defaults.

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#HOWTO: Customize & Brand Your Twitter Account

Non Profit Marketing 360

The logo/image is the easiest thing to customize and can be done right within Twitter. If you want to take your customization to the next level ? Don't simply accept Twitter's defaults.

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Cause Marketing Customer Satisfaction Surveys

Cause Related Marketing

At the bottom of the receipt was an 800-number keyed to a customer satisfaction survey. Framed that way customer satisfaction surveys qualify as natural fit for cause marketing. Online customer satisfaction surveys represent another chance to do some cause marketing and, perhaps, some marketing for the cause. Facebook Customer Satisfaction Surveys paper icons Taco Bell Home DepotThe other day I bought a paper icon at a chain drugstore.

Let Your Clients (Customers, Consumers, Constituents) Tell Your Story

Kivi's Nonprofit Communications Blog

Whether you call them clients, customers, consumers, or something entirely different, your organization will benefit if you, dear organizational leader/employee/volunteer, get out of your own way (as Mama loves to say) and let the constituency you serve tell your story for you. Jubi Headley.

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Using Cause Marketing to Better Keep Customers for Life

Cause Related Marketing

Those uncharitable feelings aside, I think there’s some lessons for using cause marketing to better keep customers for life. What the My Hearing Centers is doing with their cause marketing here is meant to tap the lifetime value of customers.

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Cause Marketing Customer Satisfaction Surveys

Cause Related Marketing

But instead of this rather standard issue campaign, what if instead Pizza Hut offered a donation to your charity of choice… say $0.25… plus the opportunity to donate a much larger amount when you respond to customer satisfaction survey?

Re-engaging Lapsed Customers/Donors

The Agitator

Everybody in marketing — whether they’re selling cars, cell phones or causes/charities — has the same problem … keeping their current customers engaged. In the commercial world, marketers use all sorts of personal and individual behavior (or inactivity) data to trigger relevant customer contacts aimed at repeat sales or ‘softer’ relationship building.

How to Define Retention Rate for Customer Retention

Non Profit Marketing 360

Measuring customer retention takes a lot of data to make insights tangible for action in your marketing efforts. Capturing information about your customers involves a detailed measurement system.

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From Commodity to Customer

A. Fine Blog

Once it became clear that Facebook was going public, then we, the actual public, not the Wall Street public Facebook was about to share a large cash-strewn bed with, became commodities rather of customers. I have been struggling with Facebook for a while now.

Nonprofits: Create “customer pathways” to build loyalty

ImpactMax

Wheeler talks a lot about AHA’s growing customer focus, both the methods it employs to understand customer needs and how it uses that information in designing programs and communications. The goal— very satisfied customers. flickr/eggonstilts.

Is ‘Customer Service’ Important?

The Agitator

Most nonprofits probably don’t think of themselves as providing ‘customer service’ … certainly not on the sense of merchants and retailers. But if you do think — for a moment — of donors and members as customers, your organization most likely does have quite a number of customer-like interactions — everything from address changes to info requests to merchandise and donation transactions.

#TECH: Google+ Gets Redesign To Emphasize Visuals & Customizations

Non Profit Marketing 360

But that ribbon can be customized and/or hidden, which suggests Google will be encouraging third-parties to develop applications whose launch buttons will go there: Apps can also be rearranged in one’s personal order of importance, or completely hidden from plain sight.

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#SocialMedia: Netflix Continues To Harass Loyal Customers-If Anyone Cares

Non Profit Marketing 360

A couple of weeks ago, the entertainment-streaming service Netflix realigned its offerings to give customers the choices of having a streaming-only service, a DVD-only service, or a combination of the two – all at a notable price hike from last September’s more modest rise.

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Customer Service for All

Mission Paradox Blog

What companies like Disney and Zappos did is spread that customer service to many more people. The next level of service is about customer separation.  It's about knowing who your best customers are and treating them differently.

#Communications: ATT Fights Legal Battle Against Its (Business) Customers

Non Profit Marketing 360

In July, the law firm of Bursor & Fisher established a website for AT&T customers to sign into a class-action lawsuit to fight the merger. Of course, AT&T is willing pony-up $38 billion to ensure customers have one fewer choices in that so-called marketplace.

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Can charities outflank Apple?

iMarketSmart

Fundraising best practices for fundraising best practices for planned giving charity blog Philanthropy share of customer definition share of customer examples share of wallet analytics share of wallet survey questions size of wallet size of wallet marketing StrategyThink about this. The newest Apple iPhone costs about $1,000. In the past, it was about $600. Some 80 million people bought the iPhone X so far. Maybe more. So guess what?

Cause Marketing to Build Customer Loyalty

Cause Related Marketing

Not surprisingly those 10 compete on price, rebates, add-ons, promotions, and customer service. The customers churn a lot. Suppose you face a fiercely competitive consumer-facing marketplace that was once a served by a regulated monopoly. How would you compete?

Does Your Nonprofit Need/Have A ‘Chief Customer Officer’?

The Agitator

These days, delivering superior customer experience is a really big deal in the corporate world. Here’s the opening of a McKinsey report, The CEO guide to customer experience … “Leading companies. Because The Agitator is so committed to improving donor retention as a strategic priority, we are equally committed to convincing fundraisers of the importance of delivering terrific donor service.

The Customer Survey as Cause Marketing Fundraiser

Cause Related Marketing

At the bottom of the receipt was an 800-number keyed to a customer satisfaction survey. to the cause in question whenever someone completes their customer satisfaction survey?’ Framed that way customer satisfaction surveys are a natural fit for cause marketing. Online customer satisfaction surveys represent another chance to do some cause marketing and, perhaps, some marketing for the cause. The other day I bought a paper icon at national chain store.

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Do You Love Your Customers?

The Agitator

“Do you love your customers?” It’s a big mistake to view and treat your customers (aka donors) as the means to an end, he argues. Says Godin: “In a free market with plenty of information, it’s very hard to succeed merely by loving the money your customers pay you. ” asks Seth Godin in a recent post.

Do You Love Your Customers?

The Agitator

“Do you love your customers?” It’s a big mistake to view and treat your customers (aka donors) as the means to an end, he argues. Says Godin: “In a free market with plenty of information, it’s very hard to succeed merely by loving the money your customers pay you. ” This advice about properly loving customers reminded me of a recent comment by Tom Ahern in his newsletter , after also citing Godin.

Customer Spotlight: How The Contributor Achieved Fundraising Success

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The Contributor is a newspaper about and for the homeless. Sarah Lehner of their development department shared that the paper "provides a diversity of perspectives and information on homelessness while highlighting the contributions of homeless and formerly homeless individuals" When the organization started with DonateNow service back in May of 2011, their fundraising results in the first six months totaled around $6,000.

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Success in the data: customer success story with iMentor

CrowdRise

iMentor is an organization devoted to a powerful educational initiative supporting mentorships between high school students in low-income communities and college-educated volunteer mentors. Their goal is to help these young people stay the course for success through graduation and college. iMentor does this through weekly conversations and monthly meetings, case management, and guidance counseling.

Cause-Related Marketing with Customer Receipts

Cause Related Marketing

Tags: Customer Satisfaction Surveys JDRF the Necessity of Affinity in Cause Marketing Walgreens paper icons

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Cause Marketing Your Customer Satisfaction Warranty

Cause Related Marketing

Orthotic insole maker Sole offers a cause marketing approach that addresses a different side of business than I’ve ever seen before. Although details are sketchy, when you return one of their insoles within 90 days of purchase (their standard return timeframe) a donation of some amount comes to the shoe charity Soles4Souls. In addition to insoles (the company prefers the word ‘footbeds’) Sole sells shoes, flip flops, and socks.

22 Really Useful Customer Retention Stats

The Agitator

Today I stumbled upon an article titled Top 5 Keys to Customer Retention. That said, the article did include a link leading to some fascinating customer retention stats … 22 of them in fact. The article itself was crap, and since it’s my job to protect you from such overwrought drivel, I won’t give you a link to it. Most of these I’ve (and perhaps you’ve) seen before, but here they were nicely packaged in a slideshare presentation.

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Rockin' With Social Customer Service

Diva Marketing Blog

Two years ago Becky Carroll, Customers Rock , invited me, along with Tony Hsien, Frank Eliason and Brian Solis, to participate on a BlogWorld Expo panel about a fairly new, innovative use of social media. However, when it comes to digital social customer serivce it is critical to get right.

Nonprofits And The Customer Experience

The Agitator

In the commercial marketing arena, there’s heaps of chat about the ‘customer experience’ and how to improve it in the interest of retaining and up-selling customers. Nonprofit marketers who watch that space are probably a bit dismissive, because few of us have stores, physical products, services, complex transactional websites, call centers and so forth where it’s obvious the customer experience plays out for better or worse.

Amazon Launches AmazonSmile - A Fundraising Mechanism for Nonprofits to Raise Money from Amazon's Customers Through Customers' Purchases

Seeking Grant Money Today

According to Amazon, a nonprofit is eligible to be available to receive donations through AmazonSmile, "As long as your organization is listed by GuideStar and meets our eligibility criteria, customers will be able to select your organization. "AmazonSmile is a simple and automatic way for you to support your favorite charitable organization every time you shop, at no cost to you.

How to Customize Blackbaud TeamRaiser to Run Successful Events

DonorDigital

Screenshots of the customized search page on an iPhone. I just finished building out another instance of a Blackbaud TeamRaiser event with one of our amazing clients, Children’s Health Fund.

More Tips To Rock Customer Care

Diva Marketing Blog

the winner of Becky Carroll's awesome book The Hidden Power of Your Customer is. When I reached out to Aimee I learned that she had a vested interested in customers rock. Three Tips To Rock Customer Care. Drum beat please.

Ep242: How This Chain of C-Stores Activated Customers, Employees to Raise $1.35M for MDA

Selfish Giving

What do customers think of your charitable efforts? How do you communicate the results of the campaign with customers and employees?

Social Media Creates Customer/Brand "Miracle" Partnerships

Diva Marketing Blog

No high pressuring and forcing the customer to take something he doesn't want. No, it's not a new social media customer service strategy. it is all about our customer. The insights from our customers come wrapped in many ways.

Acxiom On Driving Customer (Donor) Retention

The Agitator

Here are some results of a study regarding customer loyalty completed by the customer data powerhouse, Acxiom. Acxiom was surveying corporate marketers, but the case made regarding customer retention and how to build it applies 100% to fundraisers, and the refrain is the same as we all hear in the nonprofit sector … there’s a lot more talk than action. Some findings: The vast majority (84.5%) use customer retention marketing strategies.