Expert insights. Personalized for you.
His Passionate Giving Blog (for Veritus Group) gave us 5 ways to provide what I call “The Disney Experience” for your major donors— EXCEPTIONAL service! Last week Jeff Schreifels did it again. Below, I distilled his points. You can read the details here. Make a commitment to invest in major donors. Find out what your donors want – then give it to them. MORE
Knight designed the program to provide shared community experiences, and to spur these ad hoc audiences to attend traditional performances—a boost for performing arts overall. By performing for people who may not know the Curtis concerts, or hear much live classical music, these Curtis students motivate those who respond positively to the experience to get more of it! How can you bring the experience of your organization’s impact to your supporters? MORE
“ It is a wow experience. With Coca-Cola Journey, you experience the Coca-Cola brand, its story and vision within a context that invites you to participate. Prioritize the user-experience. “More than anything, we prioritized what creates a great user experience over the latest design trends,” explains Ashley Brown, Coca-Cola’s Director of Digital Communications and Social Media. MORE
I like to think of what happens after someone donates online as a thank you experience, which consists of a thank you landing page, thank you email, and a thank you by mail or phone, plus additional bursts of gratitude throughout the year. You want to give your donors a thank you experience. MORE
It’s up to you to create a great experience for your first-time donors (and all of your donors and supporters). Here are 3 simple ways to use email and social media to create an exceptional first-time donor experience. The post How to Use Email and Social Media to Create an Exceptional First-Time Donor Experience appeared first on JCSM. Nonprofits are doing a terrible job at keeping donors in the fold. . According to the 2016 Fundraising Effectiveness Survey Report , . MORE
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. But if you still aren’t convinced, take a look at what blue-chip corporate consultant McKinsey & Company has to say on the subject. MORE
Thanking donors shouldn’t be a process: it should be an experience. An experience that will last as long as someone donates to your organization, which hopefully will be for a long time. Thanking your online donors is a three-part experience (not process). Create a memorable thank you experience for your donors. If you treat thanking your donors as a ho-hum task that you have to do, it will show. MORE
A surprising number of fundraisers fail to understand a basic axiom of a successful organization/donor relationship: It is the actions an organization takes toward its donors (the so-called ‘donor experience’) that determines the attitude — positive or negative — of the donor. MORE
Last year I asked my readers to help with an experiment highlighting the communications received after donating to nonprofits. Earlier this summer, Lisa Maher shared her initial results of her direct mail experiences with some nonprofit she supported. We are a bit past the halfway mark in this year-long experiment on the types of direct mail solicitations received and I’m back again to share more of my findings with you. Lisa Maher. MORE
I just noticed this — not unfamiliar — fundraiser’s lament from the trenches: “Our donors don’t appreciate us!” ” Phil McCorkle, writing a column in the Salem, Oregon Statesman Journal directed at any and all donors who might be reading (i.e., MORE
experiences by providing exemplary customer service. experiences to keep them coming back. . experience starts with the "Thank you." You can listen to the full webinar recording of How WOW Experiences Create Lifetime Donors. . Zappos.com is an online shoe and apparel store whose mission is to deliver happiness through a philosophy of WOW! It has built an entire culture around these WOW! MORE
Angel Aloma gave us a hugely important reminder in his recent article — Selling the Experience — in NonProfitPRO. That is, on the experience they are having with the organization. Angel’s article was about the deeper positive experience fundraisers channel to donors by helping. MORE
I especially note Tom Ahern’s channeling of Mark Phillips insight, “The only thing worth a damn is the donor experience.” Then Ahern added, “And that experience has many parts worth considering.” Tom’s post Designing a Customer-Centric Organization triggered a number of valuable comments from readers. MORE
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. MORE
On January 3, 2011, I started a daily blogging experiment — and by “daily&# I actually meant business daily, Monday – Friday. I feel really good about the quality of the posts overall, and the experience has definitely helped me see where I can contribute best to the conversations in our field, while also helping me hone what I’m doing in the webinar series and with several e-books that are in the works. MORE
If you work for a nonprofit, what are your best and worst experiences working with consultants and freelancers? If you are a consultant or freelancer, what are your best and worst experiences working with nonprofit clients? Inquiring minds want to know. Share your answers in our quick survey. It’s embedded below, but if you don’t see it, take the survey here. MORE
I am a big fan of experimenting with your marketing and fundraising communications. In my next book, I want to include a list of 10 experiments that every nonprofit should try with its communications. What else do you think belongs on the list of experiments that all nonprofit communicators should try? I think that’s how you learn what works best and how you make progress, step by step, test by test. MORE
At the same time, we started experimenting with shorter subject lines, often just two or three words. I’d love to hear about your experiments! Trying to improve the open rates for your email newsletters? You can try changing up your content, your format, your subject lines, your frequency, and even who the newsletter comes from. Or, you can change who receives your newsletter. MORE
Do you know why they are there or what they want out of the experience? How can I give the user an experience that is satisfying to them -how can I get people who care a little to give a little? . Remember, improving a donor’s experience starts with meeting their needs, not yours. Do you know what your donors want when they visit your site? Understanding the motivation behind your site’s users can help you direct them to the path of giving. MORE
Neuromarketing guru Roger Dooley calls these hidden traps “land mines, or CX [customer experience] bombs”, because they are sure fire ways to drive customers and donors away and into the arms of the competition. Somewhere in Fundraising Land right now there’s a meeting where folks are debating colors, content, navigation and other visible elements of their website. MORE
The URL is “ governmentvideos.ca ” Upon creating the spreadsheet template today, numerous challenges popped into my mind, hence why I am calling this an “experiment” at this point. Last year I created a simple Google Spreadsheet (essentially a wiki list) for Canadian public servants to input their organization’s mobile website and/or app so that others could see who was doing what. MORE
If you’ve been reading my blog for awhile, you’ll remember the “thank you&# note experiment I did in 2008 and 2009. More recently, Marta Lindsey’s experiment on keeping all of the nonprofit direct mail she received for a year was also a big hit. So, I started thinking, what if a bunch of us picked an experiment to try for 2011 and shared the results here on the blog over the course of the year? MORE
” section of the homepage ), we will now further break down that advice based on experience level, making it easier to find the right advice for you. Whether this is your first time creating a nonprofit annual report or you’ve been putting out annual reports for years, we have you covered. Earlier this summer we started rolling out a new way to organize the tips and advice we give you on our website. MORE
In Part 1 I indicated why measuring specific donor experiences represents such a fundamental shift in mindset for most organizations. However, it’s a shift well worth making because measuring the donor experience at various interaction points — and of course acting on what you learn — is one of the ways a nonprofit can grow. Good donor experiences bring greater donor commitment, higher retention rates, higher lifetime value. MORE
If your donor engagement experience sucks, your organization might be in real big trouble because donors have seriously impressive memories. ” She continues by saying, “Donors say they experience a joyful rush when they make the decision to give but are often disappointed when the acknowledgement letter they get back is labored and distant.” ” I think donors are also disappointed with the online experience many nonprofits provide. MORE
We’re so focused on “urgent” to-dos and right-now campaigns that it’s easy to overlook a valuable engagement opportunity: Your website’s “page not found” page (a.k.a. 404 error page). Error pages alert visitors that the page they were seeking no longer exists, or they typed in or clicked on a broken link, and redirects them to the content they want. MORE
Last December I asked you, dear readers, to participate with me in some experiments regarding the types of communications we receive from nonprofits after donating. When Kivi suggested on her blog back in December of 2010 to conduct an experiment on the types of direct mail solicitations received, I jumped at the chance to help. Her blog has always been chock-full of helpful, pertinent, and insightful information, and I thought this experiment would be a great learning experience. MORE
About a month ago, I went to a Social Media Club event in Seattle , and it was a phenomenal experience. As a fundraiser, I’ve been to a lot of different kinds of networking events, but this was a whole new level. Instead of just trading business cards, everyone had their iphones out and was trading Twitter names. At the Social Media Club event, I was thrilled to be with a group of people who are innovating with these tools in amazing ways. MORE
We are coming to a close on this in this year-long experiment on the types of direct mail solicitations received and I’m back again to share even more of my findings with you. And, I now have a calendar that will remind me of this fun and thought-provoking experiment. I hope that you’ve enjoyed this experiment as much as I have. If Kivi decides to run this experiment again, I encourage all of you to do so! Lisa Maher. MORE
On today’s episode we discuss creating the Disney experience for your donors. The post Creating the Disney Experience (EF-0018) appeared first on MarketSmart, LLC |. Visit [link] for more information about MarketSmart. Podcast MORE
scientific method tools social media platforms Small nonprofit experimentIn the world of social media, very often what we hear about new tools or platforms is like a politician's version of science: here's the conclusion, what facts can we find to support it? As a small nonprofit, you probably read about these debuts and their numbers (Google+ with 10-18 million subscribers) and you wonder if you should exert the effort to get an invitation and set up an account. MORE
I’d like to point this out as an example of poor timing and what not to do when trying to deliver a brand experience. If AC had this in mind, they would know that no matter how hard they try, there will always be passengers getting on their plane, that are pissed off about something at that exact moment in terms of the flying experience. At this point some basic classical conditioning occurs as they experience a negative feeling during this exposure to your brand. MORE
User experience is one of the core components of a long-lasting and valuable nonprofit website. Life is naturally full of both good and bad experiences. That’s why restaurants and other attractions take the time to set up an ambiance and cultivate an engaging experience. MORE
This incredible experiment in using virtual reality to build empathy—the first step to engagement and action—could be groundbreaking. And it’s meta—Van does a fantastic job of making the experiment relevant to us in this video. I was thrilled to see Van Jones’ introducing Dream Corps ‘ Day of Empathy via this video. I am following closely, can’t wait to see how this evolves, and promise to report back along the way. MORE
When Marta Lindsey, the communications and development director at TransForm , told me about her experiment to see what she could learn about fundraising from all the charity solicitations that arrived in her mailbox over one year, I immediately asked if she would share the story with you. So I decided to do an experiment. A year later, no wonder I was feeling so overwhelmed: I was hit up by more than 50 organizations in the twelve months of the experiment. MORE
Simone Joyaux calls them “extraordinary experiences.” ” personal experiences that draw your donor deeper into your organization. Donor newsletters: Extraordinary experiences … for the rest of us. The only problem with extraordinary experiences is this: they reach so few people. For every donor that does enjoy an extraordinary experience with your organization, there are probably dozens, maybe thousands, who never get the chance. MORE
Save the Children has made getting an error a positive experience with this humorous, adorable and on-brand message that appears when you attempt to access a page that doesn't exist. Are you making this experience one that helps visitors to your site feel good about your organization? Save the Children does several things right with their error message experience: They take responsibility for the error -- by blaming it on the web intern. MORE
I called it the “ What I Got When I Gave &# experiment. I’ve been waiting all this time to report back on the experiment in hopes that the results would change, but they haven’t. Or, Can a Girl Get a Thank-You Note, Please? Back on November 24, 2008, I cashed in a bunch of credit card miles through Capital One’s No Hassle Giving Site , converting them into cash gifts to charities. MORE
Whereas most nonprofits send the same old mail to each and every donor (a newsletter, an annual report, a solicitation), the “learn from your experiences” organizations send out something different: they survey their donors. The post Learn from Experiences (and Build Stronger Relationships as a Result) appeared first on Fundraising Report Card. MORE
Psych! The rumor mill continues to grind as to whether and when an iPhone 5 will be coming to market, and what improvements it will have. Recent reports state that AT&T upper management has inadvertently given the heads-up to retail managers to prepare for new materials and rollouts in the fall. MORE
Decent Humans is what we call the incredible community we witness on CrowdRise each and every day doing amazing things for good. And each month, we’re going to highlight a Decent Human in the nonprofit world that’s devoting their time and passion to giving back and making a difference. We hope that by sharing their stories of aid, altruism, and passion, others will be inspired to make an even greater impact on the world we live in MORE
My friend Kivi Miller of Nonprofit Marketing Guide recently shared the results of her annual giving experiment. You can read Kivi’s summary of her experiment on her blog at [link]. And it’s pretty bad. She sent $20 donations to 10 national charities online and waited to see who would thank her and how they would do it. These were national organizations and you would think they’d have their act together for thanking donors, no matter what level of gift was given. MORE
“W e have so many storytellers, so CrowdRise was a natural platform for us to be able to monetize the value of that and put more fuel in the engine of Experience Camps. All of a sudden, there’s an even deeper level of connection.” - Sara Geren, Founder and CEO of Experience Camps About Experience Camps That’s where CrowdRise is such a great vehicle for us, because it allows people to connect to the real stories of the people who are asking them to give. MORE
A surprising number of fundraisers fail to understand a basic axiom of the organization-donor relationship: It is the actions an organization takes toward its donors (donor experience) that determines the attitude positively or negatively of the donor. Old-fashioned, traditional organizations measure the efficiency of the organization’s own internal actions rather than the effectiveness of how the organization’s actions directed toward the donor actually affect donors’ attitudes. MORE
Experience Related Topics iMarketSmart
NOVEMBER 16, 2017
On today’s episode we discuss creating the Disney experience for your donors. The post Creating the Disney Experience (EF-0018) appeared first on MarketSmart, LLC |. Visit [link] for more information about MarketSmart. Podcast
Social Media Bird Brain
AUGUST 8, 2011
scientific method tools social media platforms Small nonprofit experimentIn the world of social media, very often what we hear about new tools or platforms is like a politician's version of science: here's the conclusion, what facts can we find to support it? As a small nonprofit, you probably read about these debuts and their numbers (Google+ with 10-18 million subscribers) and you wonder if you should exert the effort to get an invitation and set up an account.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SocialButterfly
NOVEMBER 13, 2012
“ It is a wow experience. With Coca-Cola Journey, you experience the Coca-Cola brand, its story and vision within a context that invites you to participate. Prioritize the user-experience. “More than anything, we prioritized what creates a great user experience over the latest design trends,” explains Ashley Brown, Coca-Cola’s Director of Digital Communications and Social Media.
Kivi's Nonprofit Communications Blog
SEPTEMBER 3, 2014
If you work for a nonprofit, what are your best and worst experiences working with consultants and freelancers? If you are a consultant or freelancer, what are your best and worst experiences working with nonprofit clients? Inquiring minds want to know. Share your answers in our quick survey. It’s embedded below, but if you don’t see it, take the survey here.
Ann Green
OCTOBER 7, 2020
User experience is one of the core components of a long-lasting and valuable nonprofit website. Life is naturally full of both good and bad experiences. That’s why restaurants and other attractions take the time to set up an ambiance and cultivate an engaging experience.
iMarketSmart
SEPTEMBER 29, 2014
If your donor engagement experience sucks, your organization might be in real big trouble because donors have seriously impressive memories. ” She continues by saying, “Donors say they experience a joyful rush when they make the decision to give but are often disappointed when the acknowledgement letter they get back is labored and distant.” ” I think donors are also disappointed with the online experience many nonprofits provide.
Getting Attention
FEBRUARY 17, 2016
We’re so focused on “urgent” to-dos and right-now campaigns that it’s easy to overlook a valuable engagement opportunity: Your website’s “page not found” page (a.k.a. 404 error page). Error pages alert visitors that the page they were seeking no longer exists, or they typed in or clicked on a broken link, and redirects them to the content they want.
Kivi's Nonprofit Communications Blog
DECEMBER 7, 2010
When Marta Lindsey, the communications and development director at TransForm , told me about her experiment to see what she could learn about fundraising from all the charity solicitations that arrived in her mailbox over one year, I immediately asked if she would share the story with you. So I decided to do an experiment. A year later, no wonder I was feeling so overwhelmed: I was hit up by more than 50 organizations in the twelve months of the experiment.
Kivi's Nonprofit Communications Blog
AUGUST 14, 2014
” section of the homepage ), we will now further break down that advice based on experience level, making it easier to find the right advice for you. Whether this is your first time creating a nonprofit annual report or you’ve been putting out annual reports for years, we have you covered. Earlier this summer we started rolling out a new way to organize the tips and advice we give you on our website.
Public Sector Marketing 2.0
OCTOBER 26, 2012
The URL is “ governmentvideos.ca ” Upon creating the spreadsheet template today, numerous challenges popped into my mind, hence why I am calling this an “experiment” at this point. Last year I created a simple Google Spreadsheet (essentially a wiki list) for Canadian public servants to input their organization’s mobile website and/or app so that others could see who was doing what.
Kivi's Nonprofit Communications Blog
DECEMBER 27, 2010
If you’ve been reading my blog for awhile, you’ll remember the “thank you&# note experiment I did in 2008 and 2009. More recently, Marta Lindsey’s experiment on keeping all of the nonprofit direct mail she received for a year was also a big hit. So, I started thinking, what if a bunch of us picked an experiment to try for 2011 and shared the results here on the blog over the course of the year?
Kivi's Nonprofit Communications Blog
APRIL 13, 2011
On January 3, 2011, I started a daily blogging experiment — and by “daily&# I actually meant business daily, Monday – Friday. I feel really good about the quality of the posts overall, and the experience has definitely helped me see where I can contribute best to the conversations in our field, while also helping me hone what I’m doing in the webinar series and with several e-books that are in the works.
Get Fully Funded
MARCH 1, 2010
My friend Kivi Miller of Nonprofit Marketing Guide recently shared the results of her annual giving experiment. You can read Kivi’s summary of her experiment on her blog at [link]. And it’s pretty bad. She sent $20 donations to 10 national charities online and waited to see who would thank her and how they would do it. These were national organizations and you would think they’d have their act together for thanking donors, no matter what level of gift was given.
Fundraising 123
APRIL 21, 2011
experiences by providing exemplary customer service. experiences to keep them coming back. . experience starts with the "Thank you." You can listen to the full webinar recording of How WOW Experiences Create Lifetime Donors. . Zappos.com is an online shoe and apparel store whose mission is to deliver happiness through a philosophy of WOW! It has built an entire culture around these WOW!
Getting Attention
AUGUST 4, 2016
This incredible experiment in using virtual reality to build empathy—the first step to engagement and action—could be groundbreaking. And it’s meta—Van does a fantastic job of making the experiment relevant to us in this video. I was thrilled to see Van Jones’ introducing Dream Corps ‘ Day of Empathy via this video. I am following closely, can’t wait to see how this evolves, and promise to report back along the way.
Ann Green
SEPTEMBER 29, 2020
I like to think of what happens after someone donates online as a thank you experience, which consists of a thank you landing page, thank you email, and a thank you by mail or phone, plus additional bursts of gratitude throughout the year. You want to give your donors a thank you experience.
Public Sector Marketing 2.0
JANUARY 25, 2011
I’d like to point this out as an example of poor timing and what not to do when trying to deliver a brand experience. If AC had this in mind, they would know that no matter how hard they try, there will always be passengers getting on their plane, that are pissed off about something at that exact moment in terms of the flying experience. At this point some basic classical conditioning occurs as they experience a negative feeling during this exposure to your brand.
J Campbell Social Marketing
JANUARY 23, 2018
It’s up to you to create a great experience for your first-time donors (and all of your donors and supporters). Here are 3 simple ways to use email and social media to create an exceptional first-time donor experience. The post How to Use Email and Social Media to Create an Exceptional First-Time Donor Experience appeared first on JCSM. Nonprofits are doing a terrible job at keeping donors in the fold. . According to the 2016 Fundraising Effectiveness Survey Report , .
Kivi's Nonprofit Communications Blog
SEPTEMBER 19, 2012
Simone Joyaux calls them “extraordinary experiences.” ” personal experiences that draw your donor deeper into your organization. Donor newsletters: Extraordinary experiences … for the rest of us. The only problem with extraordinary experiences is this: they reach so few people. For every donor that does enjoy an extraordinary experience with your organization, there are probably dozens, maybe thousands, who never get the chance.
Kivi's Nonprofit Communications Blog
MARCH 9, 2016
At the same time, we started experimenting with shorter subject lines, often just two or three words. I’d love to hear about your experiments! Trying to improve the open rates for your email newsletters? You can try changing up your content, your format, your subject lines, your frequency, and even who the newsletter comes from. Or, you can change who receives your newsletter.
The Agitator
JUNE 5, 2017
I especially note Tom Ahern’s channeling of Mark Phillips insight, “The only thing worth a damn is the donor experience.” Then Ahern added, “And that experience has many parts worth considering.” Tom’s post Designing a Customer-Centric Organization triggered a number of valuable comments from readers.
Getting Attention
SEPTEMBER 10, 2012
Knight designed the program to provide shared community experiences, and to spur these ad hoc audiences to attend traditional performances—a boost for performing arts overall. By performing for people who may not know the Curtis concerts, or hear much live classical music, these Curtis students motivate those who respond positively to the experience to get more of it! How can you bring the experience of your organization’s impact to your supporters?
Kivi's Nonprofit Communications Blog
AUGUST 24, 2011
Last year I asked my readers to help with an experiment highlighting the communications received after donating to nonprofits. Earlier this summer, Lisa Maher shared her initial results of her direct mail experiences with some nonprofit she supported. We are a bit past the halfway mark in this year-long experiment on the types of direct mail solicitations received and I’m back again to share more of my findings with you. Lisa Maher.
The Agitator
FEBRUARY 3, 2015
I just noticed this — not unfamiliar — fundraiser’s lament from the trenches: “Our donors don’t appreciate us!” ” Phil McCorkle, writing a column in the Salem, Oregon Statesman Journal directed at any and all donors who might be reading (i.e.,
CrowdRise
JANUARY 28, 2019
Decent Humans is what we call the incredible community we witness on CrowdRise each and every day doing amazing things for good. And each month, we’re going to highlight a Decent Human in the nonprofit world that’s devoting their time and passion to giving back and making a difference. We hope that by sharing their stories of aid, altruism, and passion, others will be inspired to make an even greater impact on the world we live in
A Small Change
AUGUST 5, 2009
About a month ago, I went to a Social Media Club event in Seattle , and it was a phenomenal experience. As a fundraiser, I’ve been to a lot of different kinds of networking events, but this was a whole new level. Instead of just trading business cards, everyone had their iphones out and was trading Twitter names. At the Social Media Club event, I was thrilled to be with a group of people who are innovating with these tools in amazing ways.
The Agitator
JUNE 15, 2017
Angel Aloma gave us a hugely important reminder in his recent article — Selling the Experience — in NonProfitPRO. That is, on the experience they are having with the organization. Angel’s article was about the deeper positive experience fundraisers channel to donors by helping.
iMarketSmart
NOVEMBER 14, 2013
His Passionate Giving Blog (for Veritus Group) gave us 5 ways to provide what I call “The Disney Experience” for your major donors— EXCEPTIONAL service! Last week Jeff Schreifels did it again. Below, I distilled his points. You can read the details here. Make a commitment to invest in major donors. Find out what your donors want – then give it to them.
Kivi's Nonprofit Communications Blog
DECEMBER 23, 2011
We are coming to a close on this in this year-long experiment on the types of direct mail solicitations received and I’m back again to share even more of my findings with you. And, I now have a calendar that will remind me of this fun and thought-provoking experiment. I hope that you’ve enjoyed this experiment as much as I have. If Kivi decides to run this experiment again, I encourage all of you to do so! Lisa Maher.
The Agitator
FEBRUARY 29, 2016
In Part 1 I indicated why measuring specific donor experiences represents such a fundamental shift in mindset for most organizations. However, it’s a shift well worth making because measuring the donor experience at various interaction points — and of course acting on what you learn — is one of the ways a nonprofit can grow. Good donor experiences bring greater donor commitment, higher retention rates, higher lifetime value.
The Agitator
FEBRUARY 28, 2016
A surprising number of fundraisers fail to understand a basic axiom of the organization-donor relationship: It is the actions an organization takes toward its donors (donor experience) that determines the attitude positively or negatively of the donor. Old-fashioned, traditional organizations measure the efficiency of the organization’s own internal actions rather than the effectiveness of how the organization’s actions directed toward the donor actually affect donors’ attitudes.
Kivi's Nonprofit Communications Blog
JUNE 30, 2011
Last December I asked you, dear readers, to participate with me in some experiments regarding the types of communications we receive from nonprofits after donating. When Kivi suggested on her blog back in December of 2010 to conduct an experiment on the types of direct mail solicitations received, I jumped at the chance to help. Her blog has always been chock-full of helpful, pertinent, and insightful information, and I thought this experiment would be a great learning experience.
Fundraising 123
DECEMBER 14, 2010
Do you know why they are there or what they want out of the experience? How can I give the user an experience that is satisfying to them -how can I get people who care a little to give a little? . Remember, improving a donor’s experience starts with meeting their needs, not yours. Do you know what your donors want when they visit your site? Understanding the motivation behind your site’s users can help you direct them to the path of giving.
Fundraising 123
APRIL 25, 2012
Save the Children has made getting an error a positive experience with this humorous, adorable and on-brand message that appears when you attempt to access a page that doesn't exist. Are you making this experience one that helps visitors to your site feel good about your organization? Save the Children does several things right with their error message experience: They take responsibility for the error -- by blaming it on the web intern.
The Agitator
APRIL 4, 2016
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. But if you still aren’t convinced, take a look at what blue-chip corporate consultant McKinsey & Company has to say on the subject.
Fundraising Report Card
JANUARY 30, 2018
Whereas most nonprofits send the same old mail to each and every donor (a newsletter, an annual report, a solicitation), the “learn from your experiences” organizations send out something different: they survey their donors. The post Learn from Experiences (and Build Stronger Relationships as a Result) appeared first on Fundraising Report Card.
Ann Green
FEBRUARY 17, 2015
Thanking donors shouldn’t be a process: it should be an experience. An experience that will last as long as someone donates to your organization, which hopefully will be for a long time. Thanking your online donors is a three-part experience (not process). Create a memorable thank you experience for your donors. If you treat thanking your donors as a ho-hum task that you have to do, it will show.
Non Profit Marketing 360
AUGUST 23, 2011
Psych! The rumor mill continues to grind as to whether and when an iPhone 5 will be coming to market, and what improvements it will have. Recent reports state that AT&T upper management has inadvertently given the heads-up to retail managers to prepare for new materials and rollouts in the fall.
The Agitator
MARCH 5, 2015
Neuromarketing guru Roger Dooley calls these hidden traps “land mines, or CX [customer experience] bombs”, because they are sure fire ways to drive customers and donors away and into the arms of the competition. Somewhere in Fundraising Land right now there’s a meeting where folks are debating colors, content, navigation and other visible elements of their website.
Kivi's Nonprofit Communications Blog
MARCH 11, 2009
I called it the “ What I Got When I Gave &# experiment. I’ve been waiting all this time to report back on the experiment in hopes that the results would change, but they haven’t. Or, Can a Girl Get a Thank-You Note, Please? Back on November 24, 2008, I cashed in a bunch of credit card miles through Capital One’s No Hassle Giving Site , converting them into cash gifts to charities.
The Agitator
APRIL 11, 2012
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.
The Agitator
JULY 13, 2016
A surprising number of fundraisers fail to understand a basic axiom of a successful organization/donor relationship: It is the actions an organization takes toward its donors (the so-called ‘donor experience’) that determines the attitude — positive or negative — of the donor.
CrowdRise
NOVEMBER 14, 2018
“W e have so many storytellers, so CrowdRise was a natural platform for us to be able to monetize the value of that and put more fuel in the engine of Experience Camps. All of a sudden, there’s an even deeper level of connection.” - Sara Geren, Founder and CEO of Experience Camps About Experience Camps That’s where CrowdRise is such a great vehicle for us, because it allows people to connect to the real stories of the people who are asking them to give.
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