Alan Whitaker, CEO of the Billion Child Foundation and speaker at our 2019 Customer Engagement Summit, gives insight into his case study and role …

Can you provide us with an insight into a ‘day in the life’ of your role?

As Chairman of the Billion Child Foundation Ghana, The Gambia, and Zambia, and CEO of the Billion Child Foundation UK and Southern Africa, I normally spend 20-30 minutes a day providing advice, suggestions and inspiration to my Country Managers.

In my role as fundraiser I spend the majority of the day:

– Preparing reports on projects completed or still in progress in the format required by each donor;

– Discussing project progress with donors and government department officials;

– Negotiating the launch of new programmes with senior management of ministries of education;

– Preparing proposals for clients;

– Prospecting for new donors;

– Reconnecting with previous donors;

Preparing and disseminating messages through LinkedIn and social media to build awareness of the capacity of the Billion Child Foundation, by 2044, to empower a billion children to attend schools which operate as centres of excellence.

My customer engagement focus as Chairman and CEO of a non-profit organisation differs in some ways from private sector organisations. For each project we have two sets of clients – donors and senior management of government departments, each having completely different goals to satisfy.

Despite this ‘difference’, we have to apply the same toolbox of skills and knowledge as any other organisation – building awareness and engagement in a way which will appeal to potential donors and government departments senior managers, win their confidence, get the first deal, satisfy their needs, and ensure repeat business.

What do you think is the most important factor affecting Customer Engagement today?

Discovering how donor management is measured and assisting them to achieve their objectives, and discovering how management of government departments are measured and to assist them achieve their objectives.

What do you think the future looks like for Customer Engagement?

Customer engagement will always be a challenge, and while technologies may enhance communications between customer and supplier, customer engagement will always return to discovering how the customer in measured and delivering on promises made to assist the client achieve his/her objectives.

Can you provide a sneak peek into your case study?

How to discover the often hidden motives of customers related to how they are measured.

What are you most looking forward to about the event?

Learning new techniques from others, especially regarding uncovering customer motivations, and learning new techniques which will enable me to attract, convince and keep new and existing customers.

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