"Over four years, canadian red cross increased revenue 37% per year, reduced the cost per contact, and transformed the donor experience to receive a world-class rating"

case study

canadian red cross: practical guide to using dx driven process to grow at 37% annually

Canadian Red Cross was challenged with an under-performing donor contact center operating in the lowest 25%, compared to their peers.  Using a bottoms-up, iterative process focused on fixing experience issues surfaced via donor feedback, the team transformed the contact center over four years to an award-winning customer experience, reduced the cost per contact from $5 to $4, and grew revenue an average of 37% per year. The same donor experience driven process is now being applied more broadly across the full donor retention program

Canadian Red Cross process for improving or optimizing a selected category or touchpoint of the donor experience.


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JEFF PATRICK is the CEO and Founder at COHORT3. Jeff brings 20+ years experience driving individual giving programs at some of the largest nonprofits in the industry. He is a recognized industry expert, speaker, writer and thought leader on modern direct marketing fundraising. 


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