Understanding & Learning From Your P2P Customers with Children’s Miracle Network Hospitals’ Mike Kinney
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In recent years, customer expectations have rapidly evolved. We've shifted from traditional grocery shopping to curbside pick-up, in-person doctor's visits to telehealth appointments, and gym memberships to home fitness setups. What we wanted as customers just a few years ago is not what we want now.
The same can be said for our P2P participants - our “customers.” What they needed and expected from our P2P programs isn’t the same anymore. So where do we go from here?
The first and most critical step is taking the time to listen and understand how their needs, preferences, and pain points have changed - and bring them in to the evolutionary process. Consistent customer engagement will not only nurture trust and long-lasting connections, but also fuel innovation, ensuring your relevance in a dynamic market.
In this episode, P2PPF’s Marcie Maxwell is joined by Mike Kinney, VP of Program Strategy & Community Experience at Children’s Miracle Network Hospitals. Mike and Marcie discuss CMN Hospital’s two signature peer-to-peer programs, Miracle Network Dance Marathon and Extra Life - both members of the 2022 US Top 30 - and how they prioritize deep relationship building and continuous active listening to stay on top of rising trends. They also dig into the mysteries of Gen Z, the next generation of fundraisers and donors.
In today’s episode, we’ll explore:
- The idea of “customer intimacy”
- The importance of understanding generational & geographical differences
- How listening to your audience can drive innovation
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- (00:00) - Welcome to The P2P Soap Box
- (02:57) - Introducing Mike Kinney
- (06:24) - Customer Intimacy
- (10:00) - Staying on top of core audience trends
- (14:06) - The Central Programs
- (29:12) - Learn More