enlighten conference - stewarding your donors

Stewardship of your organisation's donors

Lucy Gower @lucyinnovation

Every employees job

Deliver WOW Through ServiceEmbrace and Drive ChangeCreate Fun and A Little WeirdnessBe Adventurous, Creative, and Open-MindedPursue Growth and LearningBuild Open and Honest Relationships With CommunicationBuild a Positive Team and Family SpiritDo More With LessBe Passionate and DeterminedBe Humble

Think of a time when…..

• What happened?

• How did it make you feel

• Did you tell anyone else?

• Will you go back?

“Long after people forget what you did for them, they

will remember how you made them feel”

Walt Disney

How we make decisions

14% of consumers trust advertisements

90% of consumers trust peer recommendations

Source: “Marketing to the Social Web,” Larry Weber, Wiley Publishing 2007

Donor Voice 2012 National survey recent frequent UK cause donors, nine UK organisations supplying house file names and associated transactional

information.

fundraising

Building relationships to

connect a supporter to a cause

providing them with the opportunity to

make a difference.

For every consumer who complains, there are 26*

more who are just as unhappy but don't bother

to get in touch.

*differing opinions on the number. Sometimes 25, 10 or 'tons' are cited. The figure 26 comes from a study called 'Increasing Customer Satisfaction', carried out by TARP for the U.S. Office of Consumer Affairs in 1974-1979 and 1984-1986.

A “WOW” Experience

service

satisfaction

“expected”

“exceeded expectations”

WOW!

Oxfam: Tag your Bag

© lucyinnovation

“It was a heartbreaking and messy day. We'd hoped to show you footage of a joyful village celebrating a successful drill, but we didn't achieve that today. We’re committed to transparency at

charity: water, so instead, our live drill video will show you the reality and challenges we face on the ground”

Scott Harrison, Founder charity: water

• Resources books and blogs

How will you create donor ‘wow’ moments?

• Look for inspiration from outside as well as within the sector

• Be personal and make your donor feel part of something

• Get closer • Donor wow standards• Be open about success and failure • Act quickly • Fundraising is everyone's role • Regularly make someone's day

Best fundraising blogs

• The Agitator theagitator.net• 101 fundraising 101fundraising.org• Mark Phillips queerideas.co.uk• Fundraising Detective fundraisingdetective.com• Beth’s blog bethkanter.org• Future Fundraising Now futurefundraisingnow.com• Jonathan Grapsas flatearthdirect.com/blog• The Penguin Blog bottomlineideas.wordpress.com• Katya’s blog nonprofitmarketingblog.com• Seth’s blog sethgodin.typepad.com

Find out more www.sofii.org

Relationship fundraising Ken Burnett

Switch and Made to Stick Chip and Dan Heath

Business beyond the Box John O’Keefe

Linchpin and Purple Cow Seth Godin

Enchantment Guy Kawasaki

The Art of Woo G Richard Shell and Mario Moussa

Making ideas Happen Scott Berkun

Good to Great and

Great by Choice Jim Collins

The Fundraisers Guide to Irresistible

Communications Jeff Brookes

Contact

lucy@lucyinnovation.co.uk

@lucyinnovation