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Posts in Leadership
Creating a Consistent Client Journey

Your clients interact with your agency through a variety of channels, including phone calls, tweets, emails, and online forms. Your team likely strives to make sure each interaction is pleasant and provides the client with what they need at the time, but it’s hard to consider the bigger experience when you’re in the weeds. That’s why it’s up to program managers and those in leadership positions to take a step back from single interactions and consider the client’s entire journey throughout your organization.

A client’s journey may begin with an application and end with a finalized adoption, but between those points, they interact with nearly every department at your agency. It’s important to create a consistent experience for your client and staff.

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UX, LeadershipSara Shepherd
Forms As Trust Building Opportunities

Everything your organization puts out into the world - the way your receptionist answers calls, your business cards, and your website - is an expression of your values and culture.

The same goes for online forms: though they may seem to be just boring (though necessary) hoops to jump through, every form offers a chance to communicate to and build a relationship with your clients.

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UX, LeadershipSara Shepherd
Improving Internal Processes Through Understanding

Implementing any kind of new software or tool - SAM or otherwise - is only successful if your team can clearly communicate the process or program the tool is going to be used in. Consider trying to use a new baking gadget without knowing the recipe - doesn't make a whole lot of sense. You have to know what you're doing before you can improve the steps.

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LeadershipSara Shepherd
4 Ways to Engage Your Volunteers

They may work for free, but volunteers deserve as much attention as paid staff when it comes to recruitment & retention.

Your organization probably has a great plan when it comes to maintaining and increasing your donor base, but how about your volunteers?

In honor of National Volunteer Week, we've compiled four solid ways to engage with volunteers and encourage them to become longtime advocates for your mission.

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LeadershipSara Shepherd