41 min listen
Building Superior Experiences in the Nonprofit Sector with Michael Compton
Building Superior Experiences in the Nonprofit Sector with Michael Compton
ratings:
Length:
50 minutes
Released:
Jul 31, 2023
Format:
Podcast episode
Description
In this episode, we're joined by Michael Compton, the creator of the CSC Innovation Lab at Denison University, to explore the realm of customer experience (CX) within the nonprofit sector. Michael shares his insights on understanding and improving CX through journey mapping, persona building, and operational frameworks. He emphasizes the significance of empathizing with customers and aligning organizational operations to create meaningful experiences. The conversation also touches on channel management, labels for customers, and prioritizing individual versus community experiences.Topics We Cover:The distinction between customer experience and user experience in the nonprofit sector.The methodology of persona building, journey mapping, and creating an operational framework for CX improvement.Determining the optimal number of personas to create, considering diversity and inclusion.The importance of channels and channel management in CX for nonprofits.Coordinating resources and avoiding overextension in the digital space.Sensitivity to labels for customers and alternatives to the term "customer" in the nonprofit context.Balancing individual customer experience with community experience and engagement.To Learn More and Connect With Michael:CX Innovation Lab at Denison UniversityMichael Compton on LinkedInContact Michael by E-MailSupport the show
Released:
Jul 31, 2023
Format:
Podcast episode
Titles in the series (100)
Effective Donor Relations with Mike Duerksen by Agents of Nonprofit