Customer Focus

Thank you for visiting our site. We’d really appreciate if you would take a few minutes to complete our survey regarding a new e-bulletin that we will launch shortly. Your response will help us get it right for you.

All respondents will be entered into a prize draw to win a free place at an Action Planning conference or workshop. This is optional and you do not have to share any details with us if you do not wish to do so. All details shared will be treated in a confidential manner.

THANK YOU VERY MUCH FOR YOUR HELP

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CHALLENGES YOU MAY FACE

Not-for-profits have long realised the importance of building relationships with their customers, supporters and donors. Compelling ideas and creative fundraising opportunities have inspired millions of people to support thousands of causes. Many organisations are now moving to the next stage and looking at ways to align all their programmes, systems and processes to improve relationships and focus on customer experience.

OUR EXPERTISE

Action Planning has advocated focusing on donors and supporters for more than twenty years. Building on that tradition, we have developed a customer focus audit and action plan that translates up-to-date customer thinking for the third sector.

Helping you put customers at the heart of your organisation

- How can we translate our donor research into staff training that will improve loyalty?
- How can we make our planning, systems and processes more customer friendly?
- How can we inspire all of our colleagues to focus on our customers?
- How can we ensure every contact with our cause enhances our supporters’ experience?
- How can we include all our systems and processes when developing new donor products?

Whether you call your people supporters, donors or customers depends on your individual organisational philosophy. Action Planning can help you place the people you need to reach, inspire, engage and retain at the heart of your organisation.
There is now a finite pool of easy-to reach supporters. Potential donors, campaigners and volunteers have never had greater opportunity to choose the causes that resonate with them. It is now all too easy to lose that support through poor customer experience.
Action Planning can work with you to identify ways to improve customer experience across your organisation from planning to payments.

- More than twenty years’ experience of focusing on customers to win support and funds.
- The insight and expertise to help every department of your organisation focus on customers.
- Tools, including workshops, in-house training and consultancy, to frame your planning around customer experience.
- Action Planning consultants with the experience to enhance every customer contact point from first point recruitment, through cross-sells and upgrades, to on-going service, regular giving and advocacy.
- A complete toolkit to understand your customer challenges and build a roadmap to customer focus and a holistic customer experience.

Why Action Planning?

For many years Action Planning has helped put customers at the heart of not-for-profit organisations. Our highly practical roadmap to customer focus addresses every level of engagement from front-facing customer service through to HR, training and finance processes.

How We Have Supported Others

David and the team at Action Planning have proved invaluable to the continued growth and success of AFK. I am sure our working relationship will continue long into the future.