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How CX Plays a Role in Non-Profit Marketing

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So far, in our Customer Experience (CX) Analysis collection, we’ve executed a deep dive into the client experiences of Bed Bath & Beyond, Nike, and a number of different retail manufacturers. Now, nevertheless, we wish to pivot away from retail to give attention to how non-retail manufacturers—particularly, non-profits—strategy the client expertise and non-profit advertising and marketing.

Why non-profits? They have to develop high quality advertising and marketing methods as effectively—maybe much more than for-profits. Plus, we needed to shine some mild on what non-profit advertising and marketing entails and the way non-profit manufacturers are at the moment elevating consciousness for his or her causes.

Over the three weeks of our first-hand analysis, we aimed to find out if the distinction between “get” (retail) and “give” (non-profit) impacts advertising and marketing channel utilization, message sorts, message cadence, and different advertising and marketing components. And, if it does, what are some steps non-profits can take to make sure they don’t get overshadowed by promotional advertising and marketing?

To get a glimpse of what non-profit advertising and marketing appears like, we zoomed in on one model. We knew a donation could be a a part of our analysis and, as a result of we imagine in their mission to advocate and promote social management, group activism, and citizenship, we determined to analysis

Our Customer Experience

In the hooked up evaluation we illustrate the analysis course of in a timeline to show when and the way shares their non-profit advertising and marketing messages.

Over the three weeks we obtained:

  • 12 messages whole
  • 9 emails (1 welcome, 1 transactional, 7 promotional)
  • 3 SMS messages

Not solely had been we maintaining a tally of what number of messages we obtained, however what the content material of these messages regarded like.

Right off the bat, we obtained a heat welcome email from Anthony,’s Digital Engagement Manager. This email had a excessive degree of personalization, together with our title in the topic line and physique copy. We had been additionally despatched a welcome SMS with clear opt-out directions.

Another win? During sign-up, we had chosen causes that we cared about, certainly one of which was animal welfare. Within the primary week we obtained an email with an animal-related trigger (which you’ll be able to study extra about here), clearly tailor-made to our consumer profile.

As time went on, nevertheless, we began to note a dwindling degree of personalization. We had signed up for a number of newsletters together with “The Breakdown” and “What You’re Doing, “ each of which had been despatched on a weekly foundation. While the newsletters had been effectively constructed and aligned to an overarching weekly marketing campaign, we had been lacking the personalization we had seen in the welcome and campaign-specific emails.

The personalization skeleton is there, however there’s the chance for to additional flesh out their technique to ship a seamless, individualized cross-channel expertise for his or her customers. See extra in the evaluation beneath to find out how non-profit advertising and marketing can create a nice expertise for his or her clients and the causes they care about. CX Analysis

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