Make Your Website Personal and Social

By | Campaigns, Fundraising, Industry, Online | No Comments

We live in a fast paced, short attention span, information snacking, overwhelmed, and generally exhausted world. Now that we’ve come to terms with that, how do we take advantage rather than getting lost in all the noise?

The reality is that many marketers have answered that question, implementing tools to make their websites more interactive, personal, and social. Nonprofits are at risk of falling behind.

So what can we do to turn that around? We know that people give money and time to causes that they relate to personally. They give when they are stirred personally and emotionally by a story of the impact of an organization. They give when they believe they can be a part of that impact.

We all know this and we know that you are GOOD at it! Any one of you could sit down over coffee and have me in tears with story after story of how your organization has changed lives. Within five minutes of sitting down with me, you would know exactly which stories to tell me and exactly what would get me going.

So why not do the same online?

There are also tools such as Kimbia (www.kimbia.com)that allow your volunteers to make your story more personal and also share with their friends through social media.

What examples have you seen? What ideas do you have? We’d love to hear them!

Austin Merritt is director of market strategy for Daxko.

Make the Most of Your First Impression

By | Customer Experience, Engagement, Industry | No Comments

Meet Gabby. She’s my 5 year old Weimaraner and if she’s ever had a bad day I don’t know about it. She’s just that happy. Gabby waits for me to come through the door each night with more kisses and tail wagging than a carnival kissing booth. It’s a heck of a welcome home and one I’ll never grow tired of.

We’re emotional beings and the tone and mood of people around us can change our experience before we know it.

A new restaurant opened in my neighborhood this week and I couldn’t wait to try it out. I knew the place would be packed and the wait would be long. I expected service to be a little slow and maybe even for a less than perfect menu. All of that should be expected on opening night, right?

What killed it for me was the staff. The place was covered with hostesses, servers, and cooks, and every single one of them seemed to be having the worst day of their life. The food was good and the décor was beautiful, but it was so hard to get past the negativity with the staff.

With some customers we get one chance and one chance only. We have to make a good impression and in so many situations, the staff can make or break the experience. Think about your customers’ experience. Do they receive a warm welcome every time they come through the door like I get with Gabby? Or do they show up with good intentions and realistic expectations only to interact with a staff that clearly doesn’t want to be there and doesn’t really care if your customer is there either?

Companies and organizations that don’t put a strong emphasis on an excellent customer experience will have to fight that much harder to retain customers. The best product in the world is tarnished with a bad customer experience.

Watch your staff interact with members today. Hopefully you’re seeing a lot of Gabbys out there. If so, I bet your customers are having a good experience today and they’re already looking forward to coming back.

Britney Summerville is VP of Daxko Impact Services.

Consistency in Customer Service

By | Customer Experience, Industry | No Comments

Consistency can be defined as, “the achievement of a level of performance that does not vary greatly in quality over time.” It signifies steadfastness and continuously met expectations.

When I think of consistency, in customer service specifically, a local frozen yogurt establishment (Red Mango) that I frequent comes to mind. These types of businesses are like grains of sand on a shore line in the communities I live and work in. There are too many to count! With so many frozen yogurt franchises, the products are similar & service is what ultimately sets them apart.

So, what sets Red Mango apart? What distinguishes them and makes them superior to their numerous competitors? Four words: consistent exceptional customer service. As you enter the glass doors into bold, bright, colorful decorum, you’re welcomed with that same level of enthusiasm and friendliness by the staff. Each customer is met with a big smile and personal greeting, often times even a wave. Are you a first time guest? No problem, they’ll patiently walk you through the process of a self-serve yogurt bar. Are you a repeat customer? Even better, as this means you can certainly expect to be treated like royalty. For example, the staff pulls out a large container of my favorite brand of granola from behind the counter as I near the toppings bar. They know I prefer to pick nuts out of the granola, so they go out of their way each visit to make that possible. Can you think of very many places that do that? I can’t!

The staff and Red Mango consistently provides a welcoming atmosphere, delightfully tasting frozen yogurt, fresh toppings, quick service, & a very clean environment. Always. As a frequent customer, those things are important. I’ve come to expect this type of top notch experience. Anything less, which is what I’m accustomed to at many of their competitors, has become unacceptable and unappealing.

Each staff regularly performs at this level while every flavor of frozen yogurt and each topping contantly proves to be superior. No matter how bad of a day I’ve had, I always leave Red Mango better, all because of consistent exceptional customer service.

FUNctional Activities

By | Customer Experience, Engagement, Industry | No Comments

Using the stairs has many cardiovascular benefits.

You’ve probably heard this a few times…. But how often do you choose the stairs over the elevator? If you are anything like me, you probably don’t choose the stairs. But, what if taking the stairs was fun? Would you be more likely to take them?! Duh. It certainly doesn’t take a rocket scientist to figure that out.

http://www.thefuntheory.com/piano-staircase

I recently came across this video and loved how simple this theory rings true. How can you add a little fun to your day? Why not start your morning meeting with a joke or bring a special snack to your team? Try something every day to increase the way you FUNction.

“If it’s not fun, you’re not doing it right.” ~Bob Basso

“People rarely succeed unless they have fun in what they are doing.” -Dale Carnegie

“I never lose sight of the fact that just being is fun.” -Katharine Hepburn

“Fun is good.” – Dr. Suess