May142015

Clairity Click-it: Customer (aka Donor) Service Edition + Learning Opps

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This week is all about the customer experience. I’ve gathered a bunch of articles from the business world because they think and talk a lot more about customer experience (CX) than do we in the nonprofit world. This is a shame, because there’s a lot we can learn (think ‘donor service’ as you read through these articles). This is one “Click-it” you won’t want to miss! Plus, as always, some learning opportunity reminders for you (scroll to the bottom).

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May102015
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5 Ways to Revolutionize Your Nonprofit Culture to Stop Losing Donors

Do you have a "top service" donor-centered culture? If not, you're losing donors you could keep. Time for a revolution!
Do you have a “best service” donor-centered culture? If not, you’re losing donors you could keep. Time for a revolution!

It’s common for retail businesses to adopt the mantra: “The customer is always right.” But when’s the last time you heard “The donor is always right?” Too often, the opposite is true.

I hear a lot of complaining about donors. They should do this (e.g., give because it’s the ‘right’ thing to do; be compliant and not make us work so hard); they shouldn’t do that (e.g., give any way other than ‘unrestricted’; require reports that take us hours to complete). I don’t hear enough of “What can we do to delight our donors today?”

What can you do to delight your donors?

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4 CommentsDonor Retention
May82015

Clairity Click-it Future of Fundraising Edition: Culture of Philanthropy, Donor Retention, Gratitude, Nonprofit Change + Learning Opps

Catch this Special Edition!
Catch this Special Edition!

This week is all about what we need to do, collectively and within our organizations, to assure a bright future for philanthropy. I’ve gathered articles from some of the leading thinkers and researchers in the civil sector. This is important stuff — and one “Click-it” you won’t want to miss! Plus, as always, some great learning opportunities for you (scroll to the bottom).

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May52015
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Heed Maya Angelou to Retain More Donors

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

― Maya Angelou

Respected American author, poet, dancer, actress, singer and civil rights spokesperson, Maya Angelou, knows a thing or two about what makes people tick.

And when you’re endeavoring to keep more of your supporters, this is exactly what you must know too.

The Big Secret

Make people feel good. Do unto others as you would have them do unto you.

Simple, yes? Common sense, yes?

And yet, how many of you actively practice this in your daily life at work?

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May32015
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6 Secrets to Getting Your Donor Thank You Out in 48 Hours

In my work with nonprofits, especially the small to medium-sized ones (but sometimes the big ones too!) there’s one question many of you struggle with:

Gosh dang it! How on earth do you develop a system that assures thank you’s really get out in 48 hours?

The good news is: You’re not alone.  The even better news is: I’m going to give you the answer to your question.

HERE’S THE BIGGEST SECRET:

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Apr272015
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9 Smart Strategies to Interview Strong for a Fundraising Role

Learn what it takes to interview strong for a fundraising job!
What Interviewing for a Fundraising Job Can Teach You about Asking for a Major Gift  – and vice-versa

When I started out, I was a terrible interview. My first boss told me she hired me despite the interview!

What I learned over the years was that to interview strong you need to know – going in – what points you want to make. Then you make them, no matter what questions are asked of you.

In other words, you have to craft your own passionate “Case for Support!”

  • What is the employer’s need?
  • How will you address this need?
  • Why you?

The secret to getting the job offer is to craft an offer that someone just can’t refuse. Sound familiar? It’s just like…

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Apr232015

Clairity Click-it: Mobilegeddon; Social Action; Benchmarks; Major Gifts; Leadership + Learning Opptys

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Once again it’s the end of the week. Woo hoo! Time for your weekly serving of interesting links from around the web. This week, they’re mostly nonprofit specific. And they’re useful too! There’s help if you need to get your website mobile ready. Plus social media guidelines to get you a bit more action in return for your labor. Then there’s a great study – with tons of data – so you can benchmark your results against industry averages. And there are tips to help you with major gifts and with staff and organizational leadership. Plus, as always, some great learning opportunities for you (scroll to the bottom).

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Apr172015

Clairity Click-it: Keep Donors; Make a Case; Neuromarketing; Appeal Frequency + News to Use

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Want to keep more donors? This week’s Click-It will show you how in a number of different ways. Create magical experiences for supporters by taking a page from Disney. Craft a persuasive case for support by stepping into your donor’s shoes and asking yourself, and your team, some critical questions. Learn more about the importance of personalization by watching a video from Starbucks. Understand the psychology of the three different types of buyers (aka donors). And think critically about the number of appeals you send, and how this may help or hurt your donor acquisition, renewal and upgrade efforts. Plus you’ll find some “News You Can Use” (tons of really useful data and reports) at the bottom of this post.  To your success!

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