PS Client Listening Tour: Listening with Purpose

A Year of Insights

Direct mail is both growing in cost AND continues to be a fundraising powerhouse, so it is paramount that nonprofits continue to invest in this critical communication channel. Controlling costs while sustaining an impactful mail program is the needle we must thread. Collaboration is key as we leave no stone unturned for cost savings and program transformation. Out of this pressurized environment, Production Solutions initiated a listening tour with our clients and agency partners for feedback, insights, and collaboration.

Methodology and Background

In 2023, our President, Ben Harris, and Vice President of Sales & Client Experience, Leigh Janis, engaged in a series of conversations with more than 25 organizations with a goal to:

Understand Their Changing Needs: In a world where needs, demands, and priorities are ever-shifting, we sought to truly grasp the needs of our valued customers. Their organizations are at the forefront of purpose-driven initiatives, and it was imperative for us to better understand the challenges and aspirations that shape them.

Enhance Our Service Model: We have always been committed to delivering the highest quality service, but we recognize that perfection is a journey, not a destination. By engaging as partners, we aimed to identify specific areas where our service model could be refined to better align with their evolving expectations.

Innovate for Impact: Collaboration and innovation have always been at the heart of what we do. We recognized that in these conversations lay the seeds of inspiration. Our discussions were not just about listening; they were about ideation. How could the Production Solutions team better serve our clients’ needs? How could we bring new ideas to the table?

The insights gathered during this listening tour form the cornerstone of our shared vision for the future. This report is a testament to our commitment to transparency and unwavering dedication to our clients’ success. As we delve into the findings, we can’t emphasize strongly enough how much we appreciate the trust, candor, and collaboration we experienced throughout this process. The feedback gleaned has ignited a spark of transformation within Production Solutions. Together, we are poised to make more possible and continue to inspire people to give.

Competing Priorities are the Norm

Quickly, we noticed a trend in the feedback. Our conversations increasingly revealed a wide range of needs, goals, and priorities including monthly donors, sustainability, data security, brand transformation, and more. One of our objectives was to gain a deeper understanding of the complex challenges and ambitions that drive our clients’ mission-driven work. What was affirmed is that our clients and partners are juggling complexity like no other time.

Stay tuned for our Listening Tour Blog series where we discuss the 5 ways we will take our learnings from the tour and meet our clients’ needs. You can find the full white paper here.