Professional Speaker. Author. Consultant.
Contact Elaine Fogel

NONPROFIT PRESENTATIONS

The Nonprofit Guide to Customer Service
What it Takes to Develop a Customer-Oriented Organization So Your Donors, Members, Clients, Patrons, Volunteers and Employees Love it, Support it, and Stick Around!

Your organization depends on “customers” for its livelihood. Without them, nonprofit organizations would be nonexistent. In fact, a nonprofit’s financial dependence on its stakeholders/customers puts it at high risk for attrition and negative word of mouth when things go wrong.

When your nonprofit is customer oriented, putting customers at the center of every decision and action, its brand reputation will increase and thrive as supporters and friends gravitate to it. Imagine being able to spend less time and money on acquisition and more on engagement and retention?

Providing top-notch customer service at every touchpoint – making it part of your organization’s culture – can enable your nonprofit to “LIVE ITS MISSION” more fully. 

This workshop explains how a customer orientation and exceptional customer service are part of your nonprofit’s brand. Through an interactive approach, participants discover how they can “up” their standards and WOW customers to create memorable and friendly experiences for all stakeholders.

When customers are impressed and thrilled, they become your cause champions, helping your nonprofit achieve its objectives. 

Whether participants have had previous customer service training or not, this workshop will help them connect the dots for greater success.

HERE ARE SOME OF THE THINGS PARTICIPANTS WILL LEARN IN THIS PRESENTATION:

  • How exceptional nonprofit customer service ties into the organization’s brand
  • How internal and external customer service are aligned
  • Top 10 Benefits of an Effective Customer Service/Loyalty Program
  • 3 Types of Customer Service
  • 25 Ways to Provide Exceptional Customer Service
  • 7 Don’ts to Remember When Managing Angry Customers
  • 10 Rules for Processing External Customer Complaints
  • 20 Ways to Manage Internal Customers

Also available for libraries and government teams.

Branding Your Nonprofit
What it Takes to Develop a Strong Brand That Stakeholders Adore and Support 

Nonprofits are facing ever-growing competition today as more and more groups struggle for attention and support from a limited pool of donors, members, volunteers, clients, patrons, funders or sponsors. Many organizations are finding themselves butting heads with for-profit ventures, making it even more challenging to attract their target audiences for their programs and services.

A brand is not just a logo, a look, or a color scheme. It’s a composite of every experience one has with your nonprofit at every touchpoint.

Each memory, thought, impression, Web site visit, fundraising or membership letter, social media post, event, phone call, and transaction contribute to your organization’s brand reputation. And, everyone plays a role: employees, lay leaders, managers, directors, CEO, or executive director.

Building a strong nonprofit brand can truly pay off. Organizations with strong brands get more attention, are more credible in the public’s eyes, benefit from more supporters and buzz, and generate more revenue.

And the best part? Many elements of a strong brand don’t have to cost much at all!

HERE ARE SOME OF THE THINGS PARTICIPANTS WILL LEARN IN THIS PRESENTATION:

  • What branding is and the difference between nonprofit and commercial brands
  • The benefits of branding for nonprofits
  • Why it’s imperative for nonprofits to build and sustain a strong brand
  • How your nonprofit can build its brand affordably
  • Branding basics for your organization  

Also available for government teams.

Content Marketing for Nonprofits
How to Develop a Doable Content Marketing Strategy That Works 

Your nonprofit has likely been producing content and telling its brand stories since its founding: educating prospects, donors, clients, members, and volunteers about its mission. Today, producing content involves multiple marketing communications channels – both online and offline.

By sharing mission-centric stories and information that stakeholders want to know, organizations can keep their brands top of mind. This can be especially effective if they market consumer-directed, fee-based programs and services, provide educational resources as part of their missions, and serve their communities, in general.

By delivering useful, relevant information geared to segmented audiences, nonprofits can set themselves apart as thought leaders and experts in their fields of expertise. Content can bring in prospects, donors, consumers, clients, members, etc. in ways that were not previously possible.

This workshop will lay out the foundation for participants to develop their nonprofits’ content marketing strategies.

HERE ARE SOME OF THE THINGS PARTICIPANTS WILL LEARN IN THIS PRESENTATION:

  • Define content marketing and learn the benefits for nonprofits
  • How to develop a doable content marketing strategy
  • How to develop content ideas your audiences will share
  • Which marketing communications channels are best for your audiences
  • How to increase your nonprofit’s contact lists
  • How to realistically manage your organization’s content marketing efforts
  • How to measure your content marketing efforts

Hanging onto Nonprofit Customers
How to Build Customer Loyalty and Ongoing Commitment to Your Cause

Nonprofit revenues fluctuate and the economic environment is uncertain. Most nonprofits face a perennial struggle to acquire and retain their customers: members, donors, clients, funders, patrons, volunteers…

And, we know that it takes more money to acquire customers than it does to retain them.

No customers, no revenue.

Now is the time to focus on marketing and branding strategies and tactics that can build customer loyalty for your organization’s mission. If it wants to keep its attrition rate low – in donations, membership, or services – and sustain itself, it must connect to, and engage its nonprofit customers now, and into the future.

This workshop will help participants learn what it takes to build customer loyalty and hang onto nonprofit customers.

HERE ARE SOME OF THE THINGS PARTICIPANTS WILL LEARN IN THIS PRESENTATION:

  • Define customer loyalty in your organization
  • Characteristics of loyal nonprofit customers
  • Top 10 Benefits of an Effective Customer Loyalty Program
  • 7 Attributes of a Customer-Centric Program
  • How to Build Customer Loyalty without Breaking the Bank

Marketing Strategies for Membership Organizations
How to Get Your Members More Engaged as Brand Ambassadors to Sustain and Grow Your Organization

Marketing your association, congregation, or club isn’t just the responsibility of marketing and communications staff or senior leadership. It involves everyone, especially your members.

Yet many groups struggle to engage their members, get them more involved, increase their commitment, take timely action, and create word-of-mouth marketing for the organization.

Turning your members into brand ambassadors can help your organization “live its mission,” sustain itself during any economic environment, and grow. It’s essential for member retention and loyalty, regardless of its size.

HERE ARE SOME OF THE THINGS PARTICIPANTS WILL LEARN IN THIS PRESENTATION:

  • Why you need a plan for a more strategic approach
  • The importance of research in understanding your members
  • How to create value with marketing communications and social media
  • The importance of engagement for membership retention
  • How to build a team of brand ambassadors
  • The benefits of embracing diversity

Nonprofit Customer Engagement in a Multichannel World
How to Engage and Steward Stakeholders Through Multiple Marketing Channels

Things have changed so rapidly, and with advances in technology, they continue to evolve. Many of your stakeholders are connected and more empowered than ever. Customer-centric organizations need to communicate with, and engage customers through their websites, office locations, direct mail, social media, telephone, e-mail, and the other channels where they “hang out.”

This multichannel marketing approach has many benefits: it can drive response rates, improve campaign results, increase customer loyalty and retention, reduce acquisition costs, improve the return on marketing investment, and finally… generate more revenue.

In fact, a Forrester study shows that 86% of the marketing decision-makers surveyed believe successfully integrating multiple channels under a single integrated marketing strategy is critical to long-term success.

This workshop will help you learn more about multichannel marketing, and what it will take to practice it successfully.

HERE ARE SOME OF THE THINGS PARTICIPANTS WILL LEARN IN THIS PRESENTATION:

  • Define integrated multichannel marketing communications
  • Identify the many marketing communications channels available today
  • Understand the importance of branding in multichannel marketing
  • How to deliver compelling content and consistent customer experiences across all channels
  • How customer behavior is driving marketing segmentation
  • Understand the role that measurement and analytics play in multichannel marketing
  • How to develop a successful multichannel marketing approach for your organization

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