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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. Loyalty programs can obscure your customers expectations.

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. So I sent them an.

Want Better Payoffs From Your Donor Communication? Start Customizing It

Kivi's Nonprofit Communications Blog

Somya Qureshi. Last month we heard from Somya Qureshi from NonprofitNinja.org on the easiest place to get started with collecting data. New Donors.

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 , here and here are some examples. McKinsey observes: “…many companies don’t have.

Donors: Clients Or Customers?

The Agitator

He posits some key differences between ‘clients’ and ‘customers’ For example: “The customer buys (or doesn’t buy) what you make. A short blog post from Seth Godin has been rattling around in my head. The client asks you to make something.”

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. Chuck talks about these elements of the donor experience, which a nonprofit can deliver well or poorly … A personal sense of satisfaction.

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. Here’s a ‘tip sheet’ from Silverpop, an email/digital marketing firm in the IBM family, on How to Identify and Win Back Lapsed Customers.

From Commodity to Customer

A. Fine Blog

I have been struggling with Facebook for a while now. Or are we forever consigned to commodity status? Uncategorized defection of teens facebook

Cause Marketing Customer Satisfaction Surveys

Cause Related Marketing

Finally, adding in a charity component might be enough to turn a customer satisfaction survey into a lead-generation vehicle. iPods Susan G.

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

Kivi's Nonprofit Communications Blog

Jubi Headley. I met Jubi Headley via my other website, Writing for Nonprofits. Guest Post by Jubi Headley, WriteNow Communications.

Customer Spotlight: How The Contributor Achieved Fundraising Success

Fundraising 123

The Contributor is a newspaper about and for the homeless. With the assistance of a Network for Good’s Fundraising Basics strategy session, they increased their fundraising, raising over $19,000 since December 2011 to date. At the outset The Contributor had an all-volunteer staff but have graduated to paid staff members.

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. Breaking Out of the Status Quo Donor retention / loyalty / commitment Nonprofit management premium

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. What do you think?

More Tips To Rock Customer Care

Diva Marketing Blog

the winner of Becky Carroll's awesome book The Hidden Power of Your Customer is. Three Tips To Rock Customer Care. Drum beat please.

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. Some findings: The vast majority (84.5%) use customer retention marketing strategies. Less than half (49.6%) know their best, most loyal customers. This study is well worth a read.

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. Some findings: The vast majority (84.5%) use customer retention marketing strategies. Less than half (49.6%) know their best, most loyal customers. This study is well worth a read.

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.

Business Fails At Customer Retention Too

The Agitator

So we were gratified to see this article — Keep ‘em Comin’ Back — from the Center for Media Research discussing an Acxiom/Loyalty 360 study of customer retention in the commercial space. If it’s any consolation, businesses struggle with customer retention too! Just 'Search' that term on our website!].

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Interview with Becky Carroll Author of The Hidden Power of Your Customers

Diva Marketing Blog

Traditionally customer service has been perceived as a necessary business function whose purpose is to appease unhappy customers.

Delight to Connect (Case Study: Relationship Building)

Getting Attention

Zappos is known for its operations smarts and customer-friendly orientation. Branding and Messages customer service message development Nonprofit Communications nonprofit marketing Zappos Zappos emails on returns, purchases and marketing millions (billions?) times daily. Kick starts a more personal relationship.

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. The other day I bought a paper icon at national chain store.

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.

Where Your Content Marketing Went Wrong

Social Media Bird Brain

Update on Adventures in Customer Service You may remember I said I couldn''t recommend Readymag because their customer service wasn''t up to par. Anton Herasymenko content customer service small nonprofits social media Give it a look: Why Content Marketing Fails from Rand Fishkin. Very soon after, I got a couple of emails.

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. return rate at 0.6

News Flash - Innovative New Idea! Listen To Your Customers.

Diva Marketing Blog

It's yours and your customers and their friends and their family and. talking to customers can bring valuable insights. . I responded.

Rockin' With Social Customer Service

Diva Marketing Blog

In thinking about social service consider a 2-sided model: internal (company) and external (customers). From perspective of the customer.

Keep Your Nonprofit Mind Open,But Don't Let It Slip Away

Social Media Bird Brain

I listened in on a webinar a couple of weeks ago where the talk was about how owned media (blogs and websites), paid media (advertising and pr), and earned media (customer relations) were all coming together. jargon overlap customer relations pros social media marketing open mind slang pr

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CauseTalk Radio Ep51: Kula Causes Turns Customer Engagement Into Giving

Selfish Giving

Tune in now!… … Keep reading. CauseTalk Radio Podcast cause marketing kula causes loyalty programs

Big Brand Customer Intimacy Without Brand Conversations

Diva Marketing Blog

to their customers and other stakeholders. can a Big Brand create customer intimacy with millions by using the tools of the social media world?

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.

Customer Retention Strategies for Financial Institutions

Non Profit Marketing 360

There are no hard and fast rules for customer retention in financial institutions. With such a competitive market driven by costs as well as customer service, you have to present a consistent message and engage with your customers frequently or you lose them when the next market shift occurs. Understand Your Customers.

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. You can choose from nearly one million organizations to support."

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. Here’s the offer.

Cause Marketing From the Mouths of Kids

Cause Related Marketing

Last Friday I was a judge at my State’s DECA convention and a student suggested a way to track customer service that has real potential as a cause marketing overlay. Nonetheless, customer satisfaction was low because shoppers said they felt pressure to buy more than they needed or wanted. Fair enough. And it could only be one question.

How To Check Out: Reading the magazine covers in the grocery line

Wild Woman Fundraising

And I started to do the same thing. And I wished there was something better for us to look at. When I’m at the coop, there is. Let me ask you.

#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. Don't simply accept Twitter's defaults.

#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. Don't simply accept Twitter's defaults.

Facebook’s latest response to Google+

Public Sector Marketing 2.0

One thing I haven’t determined yet is whether or not I can save a custom group for use later on. Why did I think it was a mistake?

Captain In a Crunch: Cereal Killers & Your Small Nonprofit

Social Media Bird Brain

consumers post cereals customer relations consumer response stiff customer service Forest Lawn cereal killerVia Mr.Breakfast.com Creamy or crunchy? I'll always take crunchy (unless it's a See's truffle, then I'll take pineapple). So I like Grape-Nuts cereal. As Mike Meyers used to say, "I was verklempt."

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. Data Capture. Analysis.