Description

In this episode, we're joined by Michael Compton, the creator of the CSC Innovation Lab at Denison University, to explore the realm of customer experience (CX) within the nonprofit sector. Michael shares his insights on understanding and improving CX through journey mapping, persona building, and operational frameworks. He emphasizes the significance of empathizing with customers and aligning organizational operations to create meaningful experiences. The conversation also touches on channel management, labels for customers, and prioritizing individual versus community experiences.

Topics We Cover:

• The distinction between customer experience and user experience in the nonprofit sector.
• The methodology of persona building, journey mapping, and creating an operational framework for CX improvement.
• Determining the optimal number of personas to create, considering diversity and inclusion.
• The importance of channels and channel management in CX for nonprofits.
• Coordinating resources and avoiding overextension in the digital space.
• Sensitivity to labels for customers and alternatives to the term "customer" in the nonprofit context.
• Balancing individual customer experience with community experience and engagement.

To Learn More and Connect With Michael:
CX Innovation Lab at Denison University
Michael Compton on LinkedIn
Contact Michael by E-Mail

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