This document provides guidance on stewarding donor relationships and creating positive donor experiences. It emphasizes building personal connections with donors, being transparent about both successes and failures, acting quickly to resolve issues, and ensuring that fundraising is a responsibility of all employees. Regularly exceeding donor expectations through "wow" moments that make the donor feel appreciated and part of something meaningful is key to creating loyal donors.

1. Stewardship of your
organisation's donors
Lucy Gower
@lucyinnovation

6. Every employees job
Deliver WOW Through Service
Embrace and Drive Change
Create Fun and A Little Weirdness
Be Adventurous, Creative, and Open-Minded
Pursue Growth and Learning
Build Open and Honest Relationships With Communication
Build a Positive Team and Family Spirit
Do More With Less
Be Passionate and Determined
Be Humble

8. Think of a time when…..
• What happened?
• How did it make you feel
• Did you tell anyone else?
• Will you go back?

9. “Long after people forget what
you did for them, they will
remember how you made them
feel”
Walt Disney

10. 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

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

13. fundraising
Building relationships to
connect a supporter to a cause
providing them with the opportunity to
make a difference.

16. 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.

17. A “WOW” Experience
“exceeded
expectations”
service
“expected”
satisfaction

19. Oxfam: Tag your Bag

28. © lucyinnovation

29. “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

31. • Resources books and blogs

34. 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

35. 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

36. 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

37. Contact
lucy@lucyinnovation.co.uk
@lucyinnovation