St.

Mary's Catholic Center Audit Recommendations

Karli Ragan, Sam Naccarato, Mike Jones, and Lizzie Turk

Imagine...

Survey Results
Distributed to 289 survey participants, to measuring the following:
Frequency of attendance Awareness of St. Mary's to catholic students Rated different aspects of St. Mary's and their experience Involvement within St. Mary's

Recommendation Areas
1. Frequency 2. Organizations 3. Customer Acquisition 4. Welcoming New Customers 5. Complaint Solicitation

Frequency
What
Determine if church attendees are regulars or if you have customers only coming once

Frequency Cont.
How Once a semester, record data every Sunday for
one month Clipboards Announcement before Mass

Frequency Cont.
Why Will answer the question: is there a problem with retention or acquisition
Acquisition issue: focus on promotion Retention issue: focus on organizations

Organizations
What Track organizational budgets Assess organizations Defensive marketing

Organizations Cont.
How Spreadsheet designed to allocate and track current budgets and members Reorganize the organization list
Broken up by student groups and other groups Also include each organization's mission statement and purpose.

Assign an organizational advisor to oversee all student organizations

Organizations Cont.
Why Streamline organizational budget to maximize financial efficiency Make sure there aren't similar organizations that can be combined Attracting new customers is approximately 5 times more expensive than retaining current ones

Customer Acquisition
What Bringing in new customers Offensive marketing

Customer Acquisition Cont.

How Increase brand recognition
Marketing intern ISMC - Integrated Services Marketing Communications

Buzz marketing
Profile picture change week T-shirt design contest

Transportation
Near bus route 15 Group walks from the dorms

Customer Acquisition Cont.

Why To reach more catholic students at Texas A&M and Blinn These student could potentially become more involved

Welcoming New Customers

What Programs and procedures to make new customer feel welcomed

Welcoming New Customers Cont.

How Welcoming committee A new organization "New here? Talk to me" t -shirts Before & After Mass Have priest say "welcome someone you haven't met
before" Have priest/welcoming committee stay after mass to talk to new customers

Welcoming New Customers Cont.

Why A customer's experience is the strongest influencer to an organization's brand Remember; employees and other members are the brand.

Complaint Solicitation
What "Praise or change"
An anonymous way for church attendees to complain or praise

Complaint Solicitation Cont.

How Survey Monkey Sample survey can be found in the back of the packet

Complaint Solicitation Cont.

Why Customers will feel safe when given an anonymous way to complain Few customers actually complain Complaints can locate processes that can be improved Foster an environment of open communication

Other Recommendations for Future

Clarify the signage Improve parking
Future plans include this

Leadership conference/development for interested students Managing supply and demand

Educate the consumer on busy mass times

Create a Culture for Open Communication

Sources
http://www.flickr. com/photos/lisabeebe/8129550495/ http://xooplate. com/templates/download/6680 http://www.empowernetwork. com/cdube/blog/how-to-produce-goodcontent/people-magnet/ http://www.inlandempireafp.com/index. php?page=82 http://www.globalspex. com/2012/08/27/10-steps-for-a-bad-online-