Last time, I shared a story about celebrating too soon and when I could not see the forest for the trees. Today, I want to share some practical things you can do to increase monthly giving retention that have been proven to work. Let’s start with some general principles: Your stewardship needs to reflect the …
The good folks at the Program on Negotiation at Harvard Law School do us a favour by defining the “anchoring effect.” The effect is a cognitive bias that describes our tendencies to rely heavily on the first piece of information offered when we make decisions[1]. We tend to use that initial piece of information to …
There are settings on your phone and apps available that will stop your notifications when you get a text or iMessage. I worked with a colleague who used these features during the day so that she wouldn’t be distracted by her friends during the day. My best friend sets her notifications so that she doesn’t …
Last time, we talked about donor engagement as the new acquisition. By focusing energy and resources on delivering meaningful experience, you can retain donors at a higher rate, thus reducing the need to stay on the acquisition and attrition hamster wheel. There will be a few themes that you will see through the series of …
Jay Hollister is, as he describes himself, a customer-experienced obsessed professional. He began his career in the Business Process Outsourcing space, supporting contact center operations for the financial services sector. There he had the opportunity to wear many hats and really discover the many facets of client relations, customer experience and loyalty. Then in 2014 …