Nancy Baker

 

In some ways, it's unfortunate that our organizations are known as nonprofits, as the term fails to highlight the fact that they are businesses.  Whether they occupy a tax-exempt status or not, doesn't negate the fact that they must have strong financial foundations if they are going to be sustainable.  As gift planners, we recognize that legacy gifts are a key component to those foundations and the sustainability of a nonprofit organization.  This session is designed to examine how many successful businesses can be a model for how we interact with our planned gift prospects and donors. Apple, Amazon, Costco, USAA, Nordstrom - what do they all have in common? Each one of them is incredibly successful, in large part because they have built a brand on outstanding customer service.  They recognized from the very beginning that it was essential to their success and longevity to provide a superb customer experience, in order to develop customer loyalty.  As a result, that experience is what we think of when we hear them mentioned. Join me in discovering, creating, and sharing some of the small details you can begin to change or enhance to improve the donor-customer experience.

 

Learning Objectives:

1. Understand the correlation between outstanding donor experiences, donor loyalty and legacy giving.

2. Discover new ways of creating outstanding donor experiences 

3. Know how to look to other industries for models that can be adapted to their gift planning program

CFRE: Approved for 1 point
CAP: Approved for 1 PACE credit