What Fundraisers Can Learn From Zappos
It might be called ‘customer service’ now, but we’re talking about stewardship.
In a talk I gave with my fellow FundRaising Success columnists Katya Andresen and Jocelyn Harmon about online etiquette at the 2011 Bridge to Integrated Marketing Conference, Katya talked about how great customer service should be more central for nonprofits. Her comments got me thinking: What if we spent less time focusing on building our lists with new names and more time practicing proactive customer service? Would attrition still be as bad?
- Companies:
- Fountain House
Sarah Durham is president of Big Duck, a New York City-based branding, marketing and fundraising firm for nonprofits. She serves on the boards of the National Brain Tumor Society and the New York Chapter of the Association of Fundraising Professionals (AFP).
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