Organization is the key to success in any operation, and your non-profit is no different. There are countless situations your organization can map, and by doing so you will create a more efficient and systematized charity.

Mapping the donor journey, as you can imagine, is dependent upon many factors like the complexity, scale, and depth of your donor interactions. For example, if your fundraising activities are quite complex, you might want to make a larger map that paints the donor journey as one continuous set of activities. Conversely, you may want to create simple map that focuses only on one or two distinct groups of givers, or a particular event in your fundraising mix.

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First things first, what exactly is Donor Journey Mapping?

Mapping the donor journey or experience is a process in which an organization designs, outlines, and charts the engagements, interactions, and activities of a donor. The map is an official outline, illustrating how your non-profit can deepen the relationship with and value of a donor through a series of steps.

In simple terms, donor journey mapping is the process of defining the steps your organization will follow when it interacts with a donor. This details all of the interactions a person has with your organization as well as the internal or external influences affecting the person's behaviors. This map may vary in complexity, from a step chart following an online gift to a year long engagement plan for potential donors to your organization.

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Would you like to:

Save on your LiveAgent budget and capture donations easier and quicker in times of high call volumes?

 Increase your engagement rate by aligning donor services to the growing mobile demographic?

Offer innovative capabilities such as geo location and shared camera photos?

Increase your donor experience metrics and KPI's?

Create one experience across web, mobile and phone?

Imagine designing a donor experience, that easily processes donations during times of high call volumes, with no LiveAgent waiting time, and a consistent brand experience.

This is experienceONE.

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If you work with people, in any capacity, then you are in the business of retaining customers. In the non-profit world, we know this translates to the most important piece of the pie: retaining donors.

Here are five effective strategies that come from the corporate world, that can help your organization improve your customer/donor retention and allow for greater organizational growth.

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1. Articulate your Fundamental Philosophy.

In just a few meaningful words you can create a company culture. These words should represent a position; something you stand for and are passionate about. Once you determine exactly what this is, articulate it in clear terms and few words. Find a central operating principle. A great example of a fundamental philosophy is the Ritz-Carlton’s, “We are Ladies and Gentlemen serving Ladies and Gentlemen”.

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1. Who You Hire Matters.

Make sure you hire individuals with the right personalities (and not just the right skill) to ensure consumers are happy and well served. The California-based salon chain Drybar, for example, only hires employees who are focused on providing friendly, caring customer service. The co-founder Michael Landau says the company actively avoids hiring "diva’s who can sour the customer experience and company culture".

The first step Drybar takes with all of their employees is training them to never greet a customer with the question, “Do you have an appointment?” Landau says, “We want our customers to be treated like they’re our best friends coming over to our house.”

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Here are some reminders for fostering a great philanthropic culture: 

1. Ensure every employee/board member is educated on the role that the donor plays.

This means everyone! Make sure the frontline employees and the maintenance staff, not just the CEO, understand the vital role the donor plays in your organization.

2. All staff meetings should include discussions about donors.

All too often, staff meetings solely consist of task delegation and metrics. It’s important to share and discuss donor stories at staff meetings so everyone understands the importance of donors and how their experience can be improved.

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For today’s non-profit organizations, the choices facing them when organizing a fundraiser seem to be infinite.

It is no longer enough for a charity to have a direct mail program, a major gifts program, and maybe a little planned giving. Instead, a successful organization now needs a comprehensive and mobile-friendly website equipped with an easy to use donation page. It must make constant updates to all of its social media outlets (think Facebook, YouTube, Twitter, etc.) Furthermore, organizations also need to stay on top of emails, print newsletters, volunteer activities and more. I understand that this comprehensive task list can feel daunting.

Determining the best way that your organization will invest its limited time and resources can feel like rocket science, so here are five fundraising principles to help you make better choices.

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Want to take your non-profit organization to the next level? Need to make your upcoming annual report especially impressive?

Here are four steps from Inc’s Aaron Aders to help make your marketing a priority:

1. Eliminate Silos.

The biggest barrier to success for non-profits is arguably their very own organization system. In a traditional operations outline, most NGOs are organized into a slew of departments, with each silo heading one specific component.

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Inbound marketing : :

marketing activities that bring visitors in, rather than marketers having to go out to get prospects' attention. Inbound marketing earns the attention of customers, makes the company easy to be found, and draws customers to the website by producing interesting content.

Inbound marketing is a great way for non-profit organizations to add value to their donor's life, along with attracting new donors. It adds a component of storytelling, which can drive the message of a non-profit organization home to it's audience in a simple and compelling way.

This week, let’s look at some major themes of inbound marketing and the overarching ideas that every organization must adopt into its ideology and culture for a successful implementation and operation of this strategy.

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