Do your messaging, mission, stories, and actual customer/member/donor experience align? It takes enormous effort, creativity, and time to deliver your mission, use effective messaging, and make it come alive through compelling stories. But it means nothing if the actual experience your customers, members, or donors have does not match the expectations your story creates.
Listening to your constituents through as many channels as possible including social media and market research offers a critical window to how your organization is really doing.
Get insights and feedback from front line staff who communicate with your customers, members, or donors on a daily basis through phone, email and your social media outlets to make sure you understand people’s perceptions, impressions, feelings, and experiences.
Does the reality people are experiencing match what your marketing is promising? If not, what do you need to do to change that?