All of our marketing efforts can be blown up in a second if we encounter a grumpy usher or an uninformed ticket seller, if we can’t easily find parking, or if we aren’t thanked for our gift. The list of experience faux pas could go on and on. We’ve all had them with other products and services we purchase.

Millennials are tech-savvy, and tend to be extremely passionate about issues nonprofits work on. Some of these promising young people will be the next nonprofit leaders and recipients of nonprofit services.

As I’ve written before, engagement is NOT about us and our organizations – it’s about our audiences. In what ways are we delighting them, and exceeding their expectations once they buy a ticket or make a contribution? Do we even know what their expectations are?