Tom’s post Designing a Customer-Centric Organization triggered a number of valuable comments from readers. 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.”

One of our goals in the Good Enough Is Not Good Enough series (Part 1 here; Part 2 here) is to explore those “many parts worth considering”.

Consequently, this Agitator along with Kevin Schulman and Josh Whichard of DonorVoice will host two webinars focusing on key elements of the donor experience where we’ll get into the nitty gritty and case histories of actions aimed at improving donor experience.

Agitator readers are invited to attend free of charge. Here are brief descriptions of both sessions.

SESSION #1 — June 22: Missing from Your CRM: The Quality Data Showing What’s Killing Your Retention.

How would you know if one of your major donors had a bad experience at your last gala event? Or your new online donor had trouble entering their info? Or you had a vendor acquiring donors who will never retain?

This information is availableat every interaction, but often ignored. Few organizations collect and act on this missing quality data from donor feedback. Even fewer combine it with existing behavior and transactional data to achieve the seemingly mythical 360-degree view of their donors.

In this session, we’ll cover the how and why with real examples of charities reaping financial reward from a full view of their donors.

Again, this webinar will be held June 22 at 11 AM Eastern/10 AM Central/4 PM London time; please sign up now to ensure your place.

SESSION #2 — June 29: Making “Radical” Change with High Reward and Low Risk: How to develop control-beating journeys for cash and monthly donors.

Effective donor journeys start with deep knowledge of your donors; learning their motivation, their needs and their pain points and effective planning using modern marketing tools fit for the purpose.

This webinar aims to demonstrate how to craft your donor journeys. You’ll gain valuable insights through specific nonprofit examples.  These organizations shifted to true, donor-centric journey development. The control-beating journeys illustrated in this webinar represent nothing short of ‘radical’ change within the organizations. But, because the changes are evidence-based and empirical, it greatly lowered the perceived (and real) risk, which, in turn, greatly increased internal buy-in.

Mark your calendar for this webinar on June 29th at 11 AM Eastern/10 AM Central/4 PM London time. You can sign up here.

Roger

P.S. Apologies to our U.K. and European readers. I realize the start times for these webinars might cut into your pub time, but know they’ll be well worth it.

To make amends to folks in the U.K. and on the Continent — especially because you’re moving toward an opt-in model for donor communications — I call you attention to another webinar being held at a ‘decent’ hour.

SESSION # 3 — June 28: GDPR: Behavioral Science Behind Consent.

Again, that’s June 28 at 9AM Eastern/8AM Central, 2PM London time and 3PM Central European Time.

Join DonorVoice and Blackbaud in a discussion on how your charity can maximise its communications, design and calls to action to improve your opt-in rates into the lead up of GDPR (General Data Protection Regulation).

You don’t have to be British or European to benefit from this session. Motivating donors to opt in to communications is valuable everywhere in the world. So please sign up to explore how to maximise your communications, and design calls to action to improve your opt-in rates.