People-first customer care is essential for all nonprofit organizations to implement.
In the past, customer care mainly aimed to solve issues and work efficiently. However, this old way might cause nonprofits to miss opportunities to make a greater impact with the people they serve.
Customer care shouldn’t only be about solving problems. This limited approach ignores the real meaning of caring for people.
In this article, we’ll explore the power of people-first customer care by looking at why personalization matters, the best approach to customer care and how our organization implements these principles.
Why Personalization Matters in Customer Care
A recent survey found that 71% of customers prefer personalized interactions. Another study showed that 86% of consumers prefer talking to a real person.
These numbers tell us something important: real human connections matter.
But why is this so important?
It all comes down to a simple truth: every person is valuable. No matter where they come from or who they are, everyone deserves love and care. People want to feel valued.
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When people contact nonprofit organizations, they don’t want to be treated like just another number. They want to be seen, treated like a real person, and connected to someone who can provide solutions to their problems.
People-first customer care, first and foremost, is driven by an overarching philosophy centered around people. Then, this philosophy should inform how your customer care team approach each conversation.
This is not just a business tactic. Creating a purpose statement shows a belief in the strength of human relationships. It understands that every interaction is more than just a transaction—a chance to build a meaningful connection and create a lasting positive impact.
That’s the power of people-first customer care.
In a world that needs more positivity, people-first customer care truly makes a difference. When we connect with the people behind the emails, phone calls, texts, or forms, that connection can create a real impact in their lives today and beyond.
How can you apply this? Nonprofit customer care has to start with an overarching purpose statement that focuses on people first.
How to Have People-First Conversations in Customer Care
Just having a great purpose statement for customer care isn’t enough.
This has to be combined with intentional discipline to connect your overarching belief with action. Before each conversation, you should slow down and remind yourself of your overarching philosophy of care and how that translates to your daily conversations.
When people contact nonprofit organizations, they come from various backgrounds and experiences. Customers should remember your empathy and understanding when they think back to the conversation.
This involves taking the time to understand each person as a unique individual, actively listening to their concerns, empathizing with their situations and then showing unwavering commitment to providing the best solutions.
The power of people-first customer care goes beyond just solving issues; it means creating long-lasting and meaningful relationships. This can only happen when you combine an overarching people-first philosophy with the discipline of slowing down and focusing on that philosophy before you enter a conversation.
The Value of People-First Conversations in Customer Care
People-first customer care supercharges the impact nonprofit organizations are seeking. The relationships nurtured today will result in real loyalty to your organization. The more they are cared for, the more passionate they will become, linking arms to help your nonprofit do good.
Those individuals will also become advocates who, in turn, share the same care with others. They become living proof of the effectiveness of genuine care, referring friends, family, and colleagues to your organization, while also contributing to the greater good.
How We Implement This Customer Care Approach
At Powered By Text, our commitment to exceptional customer care is driven by our purpose: We believe there is unlimited potential for good when people are connected. We cultivate connections that create infinite impact.
This overarching purpose is woven throughout our entire organization. It’s drives our commitment to nurture genuine relationships with everyone who interacts with Powered By Text. We strive to create high-quality connections with our partners and help them create high-quality connections with their people.
Here are four elements of how we make turn this purpose statement into action.
Real People
We assign dedicated individuals to provide personal care for every account. They are passionate about building deep relationships and truly understanding our partners and their unique needs.
Personality Profile Matters
We use personality evaluation tools to ensure the team members on the front lines of customer care are uniquely wired to care for people.
Industry Expertise
Our customer care ambassadors are experts in your specific industry, which means they understand the challenges you face. This expertise allows us to provide tailored and creative solutions.
Proactive Care
Instead of waiting for our partners to reach out, we proactively engage to help with issue resolution, offer innovative ideas, and stay informed about developments within your organization.
The power of people-first customer care for nonprofits cannot be over-emphasized. It involves starting with an overarching purpose combined that fuels active, people-first customer care every day.
We have the potential to make a significant difference and amplify the positive impact we have in the world. Let’s discuss how we can partner with you, using texting to create a meaningful impact in the world.
