Archive for October, 2012

 

10 Lessons in 10 Years: Commit to Bliss

Posted by Alison Carlman on October 24th, 2012

Ten years ago, Co-Founders Mari Kuraishi and Dennis Whittle launched GlobalGiving in the United States. In honor of these past ten years and in the spirit of one of our guiding core values, ‘Listen. Act. Learn. Repeat,’ we have launched a monthly blog series guest-written by former and current staff members. Each writer will speak candidly about their experience with GlobalGiving and offer up something that they have learned. This month’s writer, KC Ellis Sledd, shares two of the most important lessons she’s learned. 

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“Donor Relations Specialist?” I asked.

“No, no, get more creative,” Kevin Conroy, Director of User Experience and Product Innovation, pushed me as I was creating a title for my new customer service position on the Unmarketing team at GlobalGiving.

I churned, wondering what kind of a title I could possibly invent that A) made sense for my never-existed-before job, B) wouldn’t look too silly on a business card, and C) made Kevin happy.

I studied my job description and parsed through the goals of my position. I recognized that I wanted my title to reflect our value of being committed to WOW. The other values are important, of course, but a commitment to WOW resonated with me most of all. A brand new position pioneering a devout love for customers felt like it needed to embody this value most ferociously out of the four that GlobalGiving holds dear.

Knowing that Kevin would never settle (value #3) for anything less than a fantastic job title, I iterated again and again on a series of possibilities, when suddenly, I remembered something he had told me in a conversation about his own role: “I’m like the Lorax; I speak for the users.”

With this in mind, I decided that I wanted to speak for our customers, too. I would fight for their needs and fight to make them happy. After all, without our donors, GlobalGiving couldn’t exist, and our partners wouldn’t be able to fundraise for the projects that help make our world a better place.

And then it hit me. I could be more than a fighter, I could be a champion: a Champion for Customer Bliss (and yes, that is what is on my business card).

So, every day, I try to delight the crew of GlobalGivers who support projects on our site. It’s not always easy, but our donors (and even the folks who decide they don’t want to give through us) make each interaction worth it. They are our reason to be, and I am so grateful that I get to learn their stories, answer their questions, and help them give. Our donors are a pretty awesome group of people!

My lessons learned were twofold:
1.     Never doubt Kevin Conroy, and
2.     Unconditionally love your customer.

I have learned that if you truly dedicate yourself to your customers, your customers will love you back. Our donors and supporters humble and inspire me daily with their benevolence, their generosity, and their compassion.

To our customers reading this, I’d like to say, with unwavering appreciation, thank you. This whole operation hinges on you, and I am grateful that you give us the opportunity to help you find your little earth-changing idea. Thank you for letting me be your Champion.

Devotedly yours,
KC Ellis Sledd
Champion for Customer Bliss