How many of us have received a direct mail solicitation from a national charity on one day and from the same organization’s local or regional chapter in the same week? Confusing, isn’t it? Which one do you keep and respond to, and which one do you recycle? Talk about a “Sophie’s Choice.”
How about visiting a national nonprofit website to look for a local chapter or location and after clicking through, you end up on a completely different site wondering if you landed on the wrong page? The colors are different as are the font styles, images, and total feel.
Are these guys related, you wonder?
Updated, November 2016
A strong focus on customer service isn’t just for businesses. With fundraising revenues erratic in nature, it is more important than ever for organizations to develop a customer orientation in everything they do.
So, what does that mean?
It means putting the “customer” at the center of every decision a nonprofit board and senior management make.
Asking questions like these help put perspective on things:
- How will this affect our clients/donors/members/volunteers/staff?
- Does this fulfill their wants and needs?
- How can we better serve our customers?
It also means becoming more focused on what nonprofit customers want, need, and believe. The organizations that measure the impact of their programs and services should also gauge brand perceptions, customer satisfaction (internal and external), and customer service. Continue reading
Updated: November 2016
Over the years, I’ve chaired and organized a few conferences and meetings. The last one, in 2011, was the best of the lot. So, what made it so special?
Right from the get go, I shared my vision with the planning committee. If I was going to volunteer as chair, I really wanted us to bring a high degree of fun and engagement to the event.
Because it was a conference, and not just a social event, attendees needed to show a return on investment for their participation. Which boss or organization is willing to foot the bill without an expectation?
BUT, who says participants can’t enjoy themselves at the same time? If they meet new people, laugh, network, eat good food, and make new friends, maybe they’ll retain more of what they learn? And, maybe they’ll come back again the next year to reinforce those relationships.