NO, says the Experience Matters blog, at Customer Experience Myth #1: The Customer Is Always Right:
Like all human beings, customers aren't always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.
What does this mean for fundraisers?
It means always listen when donors complain, but don't let complaints drive your strategy!
Someone who complains about your fundraising -- the style, the frequency, the perceived cost, whatever -- is someone who cares. You should engage with them and work to satisfy them. They are right about how they feel about your fundraising.
But they aren't necessarily right about your strategy itself. In fact, they are almost surely wrong about that.
If your fundraising campaign stirs 10 people to complain but 2,000 to donate, let the those who donated tell you if you got it right. The complainers may loom large in your mind, but their complaints are not marketing information. Just individuals talking.
If your fundraising stirs no complaints, and also few donations -- that's when you know you need to change strategy!
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from Future Fundraising Now https://ift.tt/2PLOuY5
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