Nonprofit Customers

Almost 20 years ago, Mark Kramer wrote an article posted in the Chronicle of Philanthropy entitled “Who Exactly are the ‘Customers’ of a Nonprofit Organization?” In his writing, Mr. Kramer delves into this question and explains the complexities in the nonprofit to “client” relationship. The area of accountability to one group or another was a focal point.

 The key issue in the nonprofit/donor relations arises when nonprofits attempt to stretch their organizations, particularly in the area of core values, to meet the requirements of many different groups from institutional donors to individual donors to volunteers to recipients of services and programs. At the end of the article, Kramer summarizes what he considers the ultimate stumbling block. According to the author, “The problem is, no organization can follow three unrelated strategies to create three different kinds of value for three separate constituencies. A single, overarching strategy must be developed to simultaneously meet the needs of all three “customers” in a way that is both internally consistent and mutually reinforcing.”  

At eMite, we recently went through a significant internal mission and vision clarification as an organization. There was/is never a question concerning our purpose - to Make Giving Better. The clarification exercise was about how eMite would express its purpose to our “customers.” That would be you, our donors, our partners, and the recipients of the programs our generous community helps support. We serve you and are honored to do so. But how do we express to you what we are attempting to accomplish?  

After weeks of discussion and lots of marker board ink, our team created our revised Mission and Vision Statement:

Mission: Unite People in Trustworthy, Global Charity Through a First-Class Donor Experience.  

We believe this mission statement captures our commitment to creating a uniquely excellent experience for our donors, incorporating all the benefits of the eMite process. Those benefits are also our core values, and they include inspiration, engagement, transparency, and celebration. We are truly united in our Mission with all of our donors. We work to build trust in our process and complete awareness of how our donors’ Mites are used to help those in need. And it is our goal to celebrate every single impactful outreach conducted through your generosity!  

Vision: In Every Nation, Every Person Will Know the Joy of Giving.  

This vision statement hits the mark when it comes to Making Giving Better, but it also expands the scope to include other key elements not included in our original Mission. Those elements include the global nature of eMite’s outreach and that wonderful experience of joy found in truly impactful giving. These two characteristics of eMite’s program are so vital. They add to the uniqueness of eMite and intertwine with all aspects of what we do as a team. It is fitting that they have found a home in our Vision.  

Let us know what you think of our Mission and Vision. Do you feel that we are holding to them, and they encompass what eMite is all about? We hope that you will also find a reason to join eMite in our Mission and can support our Vision. There is no doubt that without our donors uniting with us, the eMite Vision will be nothing more than a dream. #DoGoodGlobally