What percentage of your donors or members call your nonprofit … for any reason? What’s the overall volume? And what about ‘over-the-transom’ calls from people not yet connected to you?
Naturally, the numbers vary hugely from nonprofit to nonprofit, and across types of nonprofits.
Do you treat these calls as a cost (i.e., a nuisance) to be managed and minimized?
Or as an opportunity to build relationships? Increasing loyalty amongst existing supporters and winning new ones.
An old friend of ours pointed us to this relationship management case study about American Express in the Financial Times (free registration required).