Webinar: Customer Service Matters (Recording + Summary)

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This webinar led by Felicia Lindquist, Director of Guest Experience for MGM Resorts International, covered key topics on customer service including:

  • Identifying Your Customers
    • Nonprofits have a range of customers including: clients, donors, volunteers, board members, community members, and society
  • Exploring Why Customer Service Matters
    • Customer Satisfaction, Retention and Loyalty
    • Brand Reputation and Cost Savings
    • Differentiation
    • Increased Revenue, Reduced Churn and Long-Term Growth
    • Customer Insights, Adaptability and Innovation
  • Elements of Good Customer Service
    • Anticipation
    • Communication
    • Responsiveness
    • Problem Solving
    • Empathy
    • Patience
    • Listening
  • Elevating Customer Service
    • Gather Input
    • Deepen Efforts
    • Personalize Communications
  • Measuring Progress
    • Use KPIs such as:
      • Response Time
      • Resolution Time
      • Top Topics
      • Abandonment Rate Survey Results
      • Customer (Donor/Volunteer) Retention Rate/ Churn Rate
      • Customer (Donor/Volunteer Lifetime Value

To view the recording, please watch: Customer Service Matters

For a copy of the webinar overview, please click here: Webinar Summary – Customer Service Matters