If things are quiet for you over the summer, it might be a good time to evaluate your interactions with donors and customers. A few years back, I brought attention to a number of interesting findings about customer interactions.
One was that
“perceived indifference by a company causes far more people to sever their relationship with a company than cost and quality issues.” and “It’s important to note here that indifference only be perceived. People cannot know other people’s motives; they can only deduce them from the actions they see. So you can care passionately and still be perceived as indifferent.”
I linked to another entry on Donor Power blog that asked the provocative question –“What are you doing to persuade your donors that you aren’t human?”
The third dealt with using industry standard language in materials for customer/donors that not only have no relevance to these groups, but can ultimately be alienating.
