Compassion’s Customer Service

I have been a donor to Compassion International since January 2011, and since then I have experienced nothing but great customer service. Since most of the interactions the sponsors and donors have with Compassion International are through mailers and fliers, it is crucial that the information and messages that they mail out to their consumers is both interesting and engaging, so it does not end up in the trash.

A Compassion International sponsor is responsible for one donation a month. If this donation is somehow not received or if there is an error in the system, Compassion International handles the situation both gently and professionally. Once I switched banks and forgot to change my card number on my account with Compassion. I received a letter in the mail that noted “IMPORTANT INFORMATION REGARDING YOUR ACCOUNT”, so I knew I needed to read it. Since Compassion does not overload their consumers with junk mail, they are more likely to read the important messages.

Image

While a Compassion International sponsor is only responsible for one donation a month, there are many other holidays throughout the year. Your sponsored child’s birthday and Christmas are two holidays that Compassion International will always send a special letter regarding, letting you know it is possible to send a gift and/or an extra donation. Another way Compassion lets their sponsors know they can help their child is during disasters in their child’s home town. If a drought, tsunami, or other natural disaster has occurred, Compassion will notify sponsors and let them know how they can help. This is another way Compassion utilizes the important events and avoids overloading their consumers with messages.

ImageThese examples show that by not overloading their consumers with mailers and fliers, Compassion International does a great job through their main form of communication with theirconsumer. Through this type of communication, Compassion leaves themselves room to send my favorite kind of mail: a blank, paid-postage card, that says, “It only takes 5 minutes to write to your sponsored child!”

Goodbye for now!

 

Photos from http://www.compassion.com/

Connecting with Hearts- In More than One Way

There are many funding models that non-profits can use, and the one they choose is very important for the success of their organization.

The funding model Compassion International uses is called the “Heartfelt Connector”.

The heartfelt connector model involves connecting with sponsors at an emotional level in order to get them to donate. According to an article by the SSI Review, before considering the heartfelt connector model, an organization should ask themselves the following questions:

645px-Love_Heart_SVG.svg

  • Have a large cross section of people already shown that they will fund causes in thisdomain?
  • Can we communicate what is compelling about our nonprofit in a simple and conciseway?
  • Does a natural avenue exist to attract and involve large numbers of volunteers?
  • Do we have, or can we develop, the in-house capabilities to attempt broad outreach in even one geographic area?

For Compassion International, all of these questions can be answered with a yes. One way Compassion International gains sponsors is through Compassion Sunday which I have discussed in a previous blog. By doing this, Compassion is reaching a large cross section of people who are clearly interested in helping others, they are able to communicate in a compelling yet concise way, being at the church acts as a natural avenue to attract volunteers and sponsors, and these people can spread the word to other geographic areas.

The first place I heard about Compassion International was in Chapel at UMHB. I believe the Heartfelt connector is the best model for Compassion International because it is the way that I was exposed to the organization, and I was immediately compelled to become a donor after hearing the testimony of another individual and the facts about the children in other countries.

Another reason the heartfelt connector is important for Compassion International is because giving to this organization is not a one-time donation. Although you may set-up your direct deposit once, there are many times throughout the year that Compassion will send “emotionally” engaging mailers to their sponsors encouraging them to give extra to their sponsored child, such as during the holidays or around their sponsored child’s birthday.

Due to these reasons, I cannot see Compassion International using another funding model that would be more successful than the heartfelt connector.

Goodbye for now!

 

Heart Image