donor retention

I heard Gangnam Style just a few too many times in sessions at this year's International Fundraising Congress.

There is a Little Britain TV sketch showing the funny side of what passes as customer/supporter service in modern Britain.  Basically, it parodies the fact that many front line staff appear to have been totally disempowered when it comes to dealing with the public. 'I can't do anything as it's a system-generated decision...' is heard from call -centres all too frequently. This provokes two questions:

1. Do organisations think that supporters and customers care in any way shape or form that THEIR system is the problem?
2. Do the same organisations think customers and supporters can be placated by hearing that it's the computer's fault?!?

I've been involved in lots of productive and challenging online discussions recently about the importance of an organisation's actions underpinning its ability to improve the credibility of its brand. Without brand credibility, businesses have little right to ask a customer to buy once let alone be a repeat purchaser.  Similarly, a charity earns brand credibility when its actions back up its claims about making a difference.  Consequently all types of supporters will be more likely to engage.