Making Every Online Experience Personal is Just as Vital in Non-Profit Arena as it is in e-Commerce

Diabetes is a disease that affects the entire family. Whether you’re a parent, sibling, or child of someone suffering from diabetes, your support and understanding can make all the difference. The American Diabetes Association (ADA) provides the resources to help families adjust to life with the disease. The Association funds research, delivers quality services and provides individuals with credible information. It now uses the Web to deliver many of those offerings, and the forward-thinking group realized the Internet also opened up a two-way communications option that could be used to improve every aspect of the Association’s work.

The ADA has many constituencies and an eagerness to listen to feedback from those groups. Beyond family members and healthcare providers, the organization offers invaluable support to its online community, a group of individuals that understands the unique challenges posed by the disease. Because of its growing online presence, the ADA needs to ensure that its website can meet and exceed the needs of more than 50,000 people each day. Digital marketing manager Jill Ammon has told us, “People need this information to learn how to manage their diabetes, and we need to know we’re delivering it clearly and effectively.”

When the association discovered Kampyle Feedback Analytics in 2009, it was able to instantly craft a real-time communication channel with its visitors. Today, the organization receives more than 1,000 feedback forms per month, and it is able to incorporate the “customer” voice into the website’s offerings. Our solution has helped the Association instantly detect glitches in popular tools, improve aspects of online and offline support, and design distinct content pieces aimed at delivering portable and packaged meal-planning tools.

READ THE FULL CASE STUDY >