‘Think like a concierge, not a bellhop’: the new rules of donor experience

In today’s attention economy, the difference between transactional and transformational donor relationships may come down to one question: Are you operating like a bellhop or a concierge? That’s the framework Neen James, author and luxury customer experience expert, introduced at Fundraise Up’s Donor Experience Summit . “A bellhop is transactional, efficient, and important.