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GOAL 3. ENABLE EXCEPTIONAL CUSTOMER EXPERIENCES
Key Strategies
1
Define ECF’s customer standards, approach and performance objectives for prospective and existing grantees and donors.
2
Enhance, personalize and improve granting experiences.
3
Simplify, personalize and
improve donor experiences.
Why it’s important:
ECF’s work is only possible because of the donors and community partners we collaborate with. Ensuring that our clients have exceptional experiences is vital to solving community needs. This requires defining client experience
standards, approaches and performance objectives so that we can provide outstanding, repeatable and predictable interactions. This includes everything from minimizing response times to personalizing and simplifying granting and donor processes.
What SUCCESS looks like in 3 years
We will better understand the experiences of our donors and community partners, and use this understanding to improve services and simplify processes. We will continue to implement adaptable and flexible processes allowing
us to expedite grant approvals for established community organizations with promising ideas. We will personalize donors’ experiences to match their interests, and provide grantees with access to various capacity building models to help them secure the funding they need.
10 Strategic Plan 2023-2026