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Expectation Mapping

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Problem: Without knowing what donors expect, it’s hard to make them feel impressed or valued.

Solution: Break down each part of the donor's experience, figure out their needs at each step, and plan ways to go beyond those needs to make them feel special.

Introduction:

Expectation mapping is something I invented a few years ago. It’s a structured methodology for analyzing scenarios and identifying opportunities to exceed stakeholder expectations. The process helps organizations or individuals systematically understand and surpass the baseline expectations of their donors. To explore this in an automated way, please use this link: https://chatgpt.com/g/g-2STQBYVXc-expectation-mapping

Tool:

  • Begin with a specific situation or context that requires expectation analysis
    • The scenario should be concrete and well-defined
    • Examples include: customer service interactions, events, product launches, service delivery
  • Identify the primary stakeholder whose expectations need to be mapped
  • Component Analysis
    • Break down the scenario into distinct, non-overlapping touchpoints/components. Make sure it covers the…
      • Pre-touch moment (research phase)
      • First-touch moment (initial engagement)
      • Core-touch moment (using product/service)
      • Last-touch moment (final interaction)
      • In-touch moment (staying connected after)
    • Ensure components are:
      • Mutually exclusive (no overlap between categories)
      • Collectively exhaustive (covering all aspects)
      • Relevant to the donor's experience
  • Create a detailed analysis using a three-column structure:
    • Component/Touchpoint
    • Expectations of the Donor
    • Ways to Exceed the Expectations
  • Implementation Planning
    • Review the completed mapping with stakeholders
    • Prioritize opportunities for exceeding expectations
    • Develop action plans for implementing selected strategies
    • Consider resource requirements and feasibility

To explore this in an automated way, please use this link: