Chewy.com, I love your customer service

I get dog supplies from Chewy.com. I could order the same supplies through my Prime account at Amazon. I might even get them faster. But I wouldn’t get that Chewy.com customer service. When I ordered a dish that arrived broken, within 10 minutes of an email I sent, I received this notice: Hi Alia, I’m… Read more

Stop talking about storytelling. Start doing it.

This week, we are launching the fruit of many years of work developing, fielding, and optimizing Sea Change’s storytelling training. It’s an interactive and detailed 135-page Discover Your Inner Storyteller workbook to accompany our flagship workshop. The workshop covers: The science behind the persuasion power of story Screenwriting 101 and the essential DNA elements of… Read more

You’re Richer Than You Think

“Who’s gonna create all this content?” We hear that a lot when we suggest that midlevel donors, sustainers and other high-value but not quite major donor folk get treated as more of an insider. It’s all well and good to say you need to give these folks richer content, but where is that content going… Read more

Thanks for Nothing

Admit it, you’ve done this: Year-end fundraising is over. Everyone is exhausted. Now all that’s left is the thank you email. How to segment? Oh wait, you think, why segment at all? Send it to everyone! The people who actually gave will be thanked and the other deadbeats who didn’t give? Maybe they’ll feel guilty… Read more

You are right: The art of beginner’s mind

You are an expert at something. You have experiences that have led you to believe that certain things are true and certain things are false. You know things. But what if I told you that all this knowing can sometimes be a great hindrance? Sometimes what we “know” gets in the way of what we’re currently… Read more