Katy Keim‘s article on MarketingLand examines the integral role of the customer experience and how everyone plays a part in creating that experience. Keim serves as Lithium’s Chief Marketing Officer and GM of Lithium Social Web, leading all strategic marketing activities for the company including branding, positioning, communications, go-to-market strategy, and customer acquisition programs. MarketingLand reports on digital marketing and technology news.
The Customer Experience Is Everyone’s Business
By Katy Keim| MarketingLand | 8/17/15
The experience people have with brands today doesn’t have a traditional start and end point. Quite the contrary: The experience a brand creates for its customers is really all about evergreen engagement across all screens, senses, and, in many ways, sensibilities.
Customers now have multiple points of entry (aka engagement) with brands, especially within this oversaturated, media-driven environment we all live in, and it’s made me wonder who truly “owns” the customer experience.
Simple answer: everyone (even your very own customers)!
Create A Donor Experience That Makes It Easy To Give
Whether visiting your website, connecting on social media or speaking directly to your staff or volunteers, the experience your supporters have at each of these stages of engagement will determine their continued level of support for your organization.
At each of these touchpoints your organization will probably ask for contributions, so it’s important that your donation process be fast, easy and convenient in order to motivate them to give more, and to give often.
Make It Count By Making It Mobile
Recent studies by Pew Research reveal that a majority of smartphone owners are using their phones to share and stay updated about what is happening in their local community, so it is very likely that a major element of the donor experience has your supporters interacting with your organization online on their mobile phones. The last thing you want is for the amazing work your organization is doing to get lost in the navigation of a confusing, poorly planned or non-responsive site.
MobileCause customers benefit from mobile-friendly forms that automatically resize to ensure your donation page looks consistent and proportionate to the device screen it is displayed on, allowing your nonprofit to provide a positive donor experience and easily capture contributions, registrations for fundraising events, volunteer signups, petitions for your cause and more.
Easily customize your MobileCause donation forms to create a positive experience for your supporters and donors to keep them interested, engaged and contributing to your cause.