Make Contact!

March 27, 2013      Admin

Here’s yet another study from the commercial world that delivers the refrain:

Make contact with your customers!

Yeah, the study was conducted by Harris Interactive for InContact, a vested interest provider of contact center software.

But dismiss these findings, which I believe apply to donors, at your peril …

  • More than a third (68%) of consumers said that companies who have no other means of contact other than a toll-free number seem outdated. [We do all have websites, at least facebook pages, don’t we?!]
  • 70% said mobile apps are an important customer service option, and would switch brands based on such availability.
  • 86% of consumers expect brands to offer multiple contact options and flexible timing for customer service.
  • 56% of consumers said they would be at least somewhat likely to switch brands based on customer service options.

But for our sector I would argue that it’s not just offering multiple channels for communication; it’s also offering diverse ways your donors can engage with your organization, such as …

  1. Yes, donate
  2. Volunteer
  3. Sign-up for a general e-newsletter
  4. Better still, sign-up for an e-newsletter (or other digital content) targeted to their specific interest
  5. Download content from your website
  6. Download an app
  7. Create content for you — e.g., photos, videos
  8. ‘Like’ you or its equivalent in the full range of social media
  9. Attend a real world event
  10. Participate in a digital event — e.g., a webcast, crowdsourcing
  11. Create a local or personal event
  12. Respond to a call-to-action — e.g., send a message to a public official or a media outlet
  13. Respond to your survey
  14. Forward a message from you to others
  15. Refer possible donors
  16. Provide a testimonial
  17. Purchase a branded item from you
  18. Purchase a gift membership
  19. Make a bequest
  20. Seek ‘customer service’
  21. Talk to one friend or colleague about what a terrific organization you are

How many of the opportunities listed above does your nonprofit welcome, promote and facilitate?

Any more ideas on how donors can engage with you?

Tom