Donor voice donor experiences deck

Where Should You Spend This? The Donor Experience & Relationship Company • Average company has 60-70% chance of selling to existing customers • 20-40% probability of selling to lapsed customers • Only 5-20% chance of selling to a prospect.

What We Do & How The Donor Experience & Relationship Company- Overview What is Relationship Status with Your Donors?

What We Do & How The Donor Experience & Relationship Company- Details Map How Continuous Identify Donor Workshops Deliver DonorExperiences that & Plan for Those Feedback & Matter Change Currently Tracking•Commitment •Map All •Cross-matrix •Tied to each eventModel Benchmark touchpoints •By functional area •Remediate badSurvey •Store meta-data •Plan for change experiences•Brand, Fundraising •Lifestage by •Business case •Relationshipand Donor Service channel •Operational BuildingExperiences •Month by channel requirements •Automated follow•Key Drivers •Segment Specific up responsive to•Pain Points •Eliminate feedback•Link to Bottom Line redundancies•ROI Forecasting •Fix pain points •Optimize delivery of key experiences

Illustration of Donor Experiences The Donor Experience & Relationship CompanyDonor Services Fundraising•Sending electronic receipts for donations. •Events•Accurately fulfilling your request to update your •Advocacy alertscontact information or donation preferences. •Breaking news•Providing helpful telephone service and support. •Special offers•Providing helpful email service and support.•Providing helpful service and support in writtencorrespondence. Program•Merchandise •Information and referral (e.g. 24 hour helpline) •Care ConsultationThanking Donors •Support Groups•Sending acknowledgement letters for donations •Safety Servicesin a timely manner. •Education•Calling donors to personally thank them for theirdonation Key Messages •Finding a cureBrand •Helping you cope with the disease•Innovative •Helping you stay active with the•Compassionate disease•Effective •Helping you plan ahead •Helping your family cope •Securing federal research dollars 4

Donor Commitment Model The Donor Experience & Relationship Company Commitment Model bridges gap between brand, customer service & fundraising. •captures emotional elements of brand •service level dimensions of customer service with •ROI of fundraising. Personal Connection Commitment Donor Experiences Donor•Marketing/Brand to Behavior•Donor Service Organization•Fundraising•Operations Donor Commitment Score (DCS) Functional 1. I am a committed (org name) donor Connection 2. I feel a sense of loyalty to (org name) 3. (org name) is my favorite charitable organization 5

Proof The Donor Experience & Relationship Company Highest HIGH & lowest LOW Competing Model Commitment DLI Index Satisfaction Favorability RecommendHigh $344.39 $312.65 $320.18 $306.51 $295.04Low $148.91 $162.08 $172.67 $178.96 $199.27% increase 131% 93% 85% 71% 48% $200,000 more for Biggest % every 1,000 donors Increase 6

Identify Key Experiences The Donor Experience & Relationship Company1. Helping you plan ahead2. Care Consultation Personal Connection3. Finding a Cure4. Innovative1. Timely Acknowledgements2. Breaking News Functional3. Knowledgeable Donor Service Staff Connection4. Information & Referral Helpline 7

The Donor Experience & Relationship CompanyHow well do we deliver those experiencesand how can we improve? Identify Donor Map How Workshops Donor FeedbackExperiences that Deliver Those & Plan for & Matter Change Currently Tracking

TouchPoint Mapping The Donor Experience & Relationship Company• Add donor perspective to your campaign calendars – Flag pain points, key experiences, redundancies• Consolidate it in one place (online, DM, social)• Multiple donor views with a click – segment, lifestage, channel 9

TouchPoint Mapping The Donor Experience & Relationship Company• Store Meta-Data

The Donor Experience & Relationship CompanyBrief Sidebar: Other CommitmentApplications

Segment, Track & Benchmark The Donor Experience & Relationship Company Commitment Scores

Donor Level Segmentation & Mapping The Donor Experience & Relationship Company Salvation Army Donors 9.2 High Commitment 45 yrs old, $651 last 3 yrs, 35% giving to religious cause, 24% had experience since last gift EXCEED expectations Potentials 50 yrs old, $487 last 3 yrs, 21% giving to religious cause, 27% had 8.2 experience since last gift EXCEED expectations Vulnerables 50 yrs old, $488 last 3 yrs, 20% giving to religious cause, 0% EXCEED, 14% FALL SHORT Biggest difference? Transactional Overall Experience 53 yrs old, $216 last 3 yrs, 24% giving to religious 7.2 since last gift cause, 0% EXCEED, 20% FALL SHORT 6.22.2 3.2 4.2 5.2 6.2 7.2 8.2 9.2 5.2 4.2 3.2 13

Persona Creation The Donor Experience & Meet Sue Relationship Company Meet Bob 14

The Donor Experience & Relationship Company Map How Identify DonorExperiences that Deliver Workshops & Plan Donor Feedback Those Matter Currently for Change & Tracking 15

Operational Change Plan The Donor Experience & Relationship Company• Workshops to review donor insights, mapping & segmentation/personas• Shared understanding of donor• Identify all changes or improvements • Remove touchpoint redundancies • Eliminate pain points • Optimize key experiences• Prioritize changes based on cost, barriers and impact• Forecasting 16

The Donor Experience & Relationship Company Map How Continuous Identify Donor Workshops Donor DeliverExperiences that & Plan for Those Feedback & Matter Change Currently Tracking 17

Continuous Donor Feedback The Donor Experience &• Triggered by Event/Touch Relationship Company – Donation – Donor service inbound call – Advocacy act – social media engagement• Collect Feedback – Remediate bad experiences – Build relationships – Automated biz rules – Engage – Identify and fix systemic “failures”• Variety of Tools – Feedback widget – IVR – Agent administered survey 18

Feedback Widget The Donor Experience & Relationship Company

Feedback The Donor Experience &Form Relationship Company

The Donor Experience & Relationship CompanyThank You for Your Interest and Time TodayContact us here for more information or with questions:kschulman@thedonorvoice.com(202) 246-9649Or visit us online, www.thedonorvoice.comOr on Twitter, @kschulmanDV 21

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Donor voice donor experiences deck

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