220: Transforming the Donor Experience at Gulf Coast Blood

Update: 2025-09-04

Description

Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares insights on how the organization has successfully increased donor retention and engagement through strategic initiatives, including the use of Net Promoter Score (NPS) for both donor feedback and employee recognition. The conversation highlights the significant impact of a strong donor experience on saving lives and sustaining organizational growth.

"Great donor experience helps save lives."

Chapters:

00:00 Introduction to the Experience Revolution

01:58 Growth in Donor Experience at Gulf Coast Blood

06:32 Impact of Empathy on Donor Retention

09:25 Challenges in Donor Retention and Engagement

12:14 Leadership Changes and Sustaining Initiatives

14:08 Integrating Customer Experience into Training

17:07 Celebrating Donor Milestones

18:51 Measuring Success with NPS

22:26 Using NPS for Employee Recognition

33:09 Conclusion and Future Outlook