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.

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.

Trending Sources

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.

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?

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. But Godin’s also getting at the mindset you, as a marketer, bring to the table … “There is a large number of potential customers, and you make for them before you know precisely who they are … If a customer doesn’t like what’s on offer, she can come back.

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.

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.

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.

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?

Customer Spotlight: How The Contributor Achieved Fundraising Success

Fundraising 123

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.

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.

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?

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.

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.

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.

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.

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! Citing Bain Consulting, the article reports that the average company loses 20-40% of its customers every year. The Agitator is rather passionate on the subject of donor retention.

CRM 11

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.

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. She thinks customers rock and caring for your customer is one of the joys of doing businss. . Relvancy and customer service.

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 But this delightful addition to the return confirmation email I received from Zappos this morning was a real surprise— That trip over the river and through the woods to grandmother’s house went smoothly.

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.

Designing A Customer-Centric Organization

The Agitator

In his posts on ‘donor centricity’ ( start here and use the links !), Roger strives to separate the wheat from the chaff. As he has put it, just using the word ‘you’ in every other sentence doesn’t make your fundraising program donor centric.

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 This slideshow by Rand Fishkin lays out a lot of what I''ve been trying to say about engagement and using social media to its most beneficial. Give it a look: Why Content Marketing Fails from Rand Fishkin.

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.

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. Recently I've been noticing more posts, tweets and social network updates by marketers who have had ah ha moments that customers hold the golden key to their business profitablity.

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.

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.

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

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.”

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? Without that initial direct to brand customer conversation, can a brand still create customer intimacy through social media?

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.

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. Let’s look at some of the tactics that any financial institution, whether it be a bank or trading office, could implement to keep customers engaged.

CauseTalk Radio Ep51: Kula Causes Turns Customer Engagement Into Giving

Selfish Giving

Today on CauseTalk Radio , Megan and I talk to Mark Dority , Director of Marketing for KULA Causes , on how his company helps customers support great causes by simply frequenting their favorite brands.

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 Check Out: Reading the magazine covers in the grocery line

Wild Woman Fundraising

Yesterday I was in the grocery store, not the coop, the grocery store, in line to buy batteries for my camera, when I noticed the woman in front of me reading the covers of the magazines. And I started to do the same thing. And I wished there was something better for us to look at.

#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.

#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.

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. Insight circles custom groups Facebook Google google plus location privacy status update

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.

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. But I guess not a lot of other people in my area do, so my local market has stopped carrying it and its store-branded knock-off version. As Mike Meyers used to say, "I was verklempt."