Yesterday, an article I wrote discussing the value of donor feedback was published on The Grow Report. I know for months I’ve been talking about the value of donor feedback, but this article sums it up nicely.
We’ve been promoting the first phase of Rapport services to our clients — solutions focused mostly on undeliverable mail and our ability to help organizations minimize mail that doesn’t reach its intended recipient and maximize the results of their fundraising campaigns.
On May 29, Merkle RMG kicked off a project to expand and reconfigure these high-growth areas to support more staff and activity. But rather than broadening our facility footprint, we’re re-allocating our existing space to the areas that need it most — something we planned for when we bought the facility 11 years ago. This makes supporting our continued growth more sustainable and cost-effective.
In these highly competitive times, companies must focus on developing the internal systems to deliver a better customer experience. To do that requires understanding the state of the experience they are delivering today. So many organizations utilize “Voice-of-the-Customer” programs to systematically listen, learn and improve their services by incorporating feedback directly from their customers.
As our resident IT wizard, Jim oversees security, connectivity, software applications and hardware, and facility/property management. We rely on him to ensure that our technology and infrastructure support Merkle RMG’s current operations, growth and emerging services.
As an industry, we are sitting on the precipice of momentous change. I am hoping that nonprofits see this as an opportunity to transform their current approach to donor cultivation, and begin leveraging and utilizing the resources that have always been at their fingertips. Merkle RMG has taken its first step to begin its own transformation with the launch of Rapport last month. Rapport is a suite of strategic solutions that focus on building deeper and stronger relationships between a nonprofit and its donors to improve donor retention and lifetime value.
And we are not just tapping our inner-Tina Turner. All of us at Merkle RMG are driven by a love of our work…and a love of doing business with our partners! One of my goals is for that dedication and passion to show through in everything we do. And so, on this Valentine’s Day, I’m excited to share some new plus tried and true ways we show our love.
While account managers will continue to handle the day-to-day communication with our clients, two new relationship directors will be responsible for “owning” client relationships and ensuring we help them succeed. That will include recommending additional services based on a deep understanding of each client’s needs, and continually assessing our effectiveness in meeting and exceeding their expectations.