Award Winning Blog - Agitator

Premature Exoneration

Nick’s selection of Game of Thrones to illustrate the importance of donor identity, prompts me to seize on the Barr-Trump Exoneration Victory Lap preceding public release of the Mueller Report to spotlight a much overlooked, but fundamentally important problem: the highly likely inaccuracy of address information in your donor list. “How accurate are the donor […]

Learn More April 24, 2019

Watch Your Donors Backwards

In my effort to consume Game of Thrones content pre-finale, I stumbled across a wonderful, nutty, and wonderfully nutty experiment: someone who had never seen the show before watched all the episodes in reverse. At first, it’s superficially interesting: who is this person who jumped out a window? Why did that church explode? What happened […]

Learn More April 22, 2019

Creating Communities With a Purpose

I find it fascinating that so many commercial organisations are focussed on creating movements and communities. It is a huge threat to our organisations, as the boundaries between for-profit and non-profit become increasingly blurred. Think back to Nike’s advertisement with Colin Kaepernick last year. How many charities would’ve been brave enough to run such a […]

Learn More April 19, 2019

Donor Experience Requires Employee Experience

‘Culture eats strategy for breakfast’ – this oft used phrase has become a bit of a cliché, but it’s worth taking a moment to consider what it means. Put simply, you can have the best plan in the world, but if your organisation doesn’t have the people and processes to make it happen, then it’s […]

Learn More April 17, 2019

What’s Your Return on Experience?

“in addition to the traditional return on investment (ROI) metrics used to determine a company’s success, PwC believes it’s time to introduce another metric, one with a focus on customer experience…Measuring ‘return on experience’ (ROX), will help you understand your earnings on investments in the parts of your company directly related to how people interact […]

Learn More April 15, 2019

Speed Round: 7 Updates on 7 Issues

It’s spring, so it’s time for a bit of housecleaning. Here are updates from the research, field, or my own fevered brain on the Agitator posts you know and love. The return on customer experience. We talk a lot about the importance of donor experience. In fact, Craig Linton, who you may know from Fundraising […]

Learn More April 12, 2019