Elevate Your Donor Journey Join Gabe as he leads you to think about donor journeys as more than just a service interaction. He will cover various touchpoints we have with donors, moments of truth, what they are and why they matter, and how to start creating a journey map.
Gabe Smith, CXP, Customer Experience Professional Association
11:55 am - 12:25 pm
Building a Successful Donor Experience Ecosystem
Hear what an experience management ecosystem is, its capabilities, and how you can utilize it to govern donor experiences.
Pan Phyu, Canadian Blood Services
12:30 - 12:55 pm
Process Improvement Open Forum Discussion
Amanda Farrell, ConnectLife; Pete Lux, Mississippi Valley Regional Blood Center
12:55 - 1:20 pm
Stretch Break / Hallway Chat
1:20 - 1:55 pm
Effective Blood Donation Recruitment and High-quality Blood Donation Service-introduction to the Experience of Unpaid Blood Donation in Shenzhen, China Volunteer donations is getting harder everywhere. Hear how the Shenzhen Blood Center implemented a high-efficiency donor recruitment program through premium donor service, outweighing the need for payment.
Zhang Yanyan, Shenzhen Blood Center
2:00 pm - 2:30 pm
Sorry Works! An Introduction to Disclosure and Apology
It is never easy to make a mistake but do you know what to do after it? Hear from an expert on how disclosure and apology is relevant to blood centers from first showing empathy and staying connected in the immediate aftermath during an adverse event without prematurely admitting fault, and how to resolve with disclosure and apology.
Empowering and motivating staff is something that often gets overlooked. Hear from a household name on how to maintain consistency in your standards, motivate, and empower your frontline staff on a daily basis.
Justin Mears, Chick-fil-A
3:20 - 3:40 pm
The Donor Journey Starts with the Employee Journey
Brad N. Cance, The Ritz-Carlton
3:45 pm - 4:00 pm
Donor Point of View and Closing
Jennifer Charbonneaux, Vitalant
May 13
Time
Topic
11:00 - 11:10 am
Welcome and Value of Focus Groups
Theresa Pina, Gulf Coast Regional Blood Center
11:10 - 11:40 am
Elevating Your Donor Communications to Enhance the Experience
Can't forget about recognition programs. We have them but are they really working for the donor? Go beyond the “gift” and explore different ways to recognize your donors who are now, your brand ambassadors.
Irene Van Schalkwyk, New Zealand Blood Services
12:20 - 12:50 pm
Volunteers Enhancing the Donor Experience
Many don't utilize volunteers to their fullest potential. Learn how volunteers can help enrich the donor experience, provide a sense of safety to the donor, leading to higher retention.
Natalie Barnofsky, New York Blood Center Enterprises
12:50 - 1:20 pm
Stretch Break / Hallway Chat
1:20 - 1:55 pm
Culture Change - Reloaded
Brian Bautista, Versiti
2:00 pm - 2:30 pm
The Employee Interview, After You Hired Them Just because your staff has been hired, does not mean the “interview” is over. Hear tips on how to engage employees through interviews, questions to asks to actually gain feedback, and through these initiatives, build stronger relationships.
