Where Should You Spend This?                                   The Donor Experience &                                     ...
What We Do & How            The Donor Experience &                             Relationship Company- Overview             ...
What We Do & How                                                       The Donor Experience &                             ...
Illustration of Donor Experiences                                              The Donor Experience &                     ...
Donor Commitment Model                                            The Donor Experience &                                  ...
Proof                                                                            The Donor Experience &                   ...
Identify Key Experiences                            The Donor Experience &                                                ...
The Donor Experience &                                                 Relationship CompanyHow well do we deliver those ex...
TouchPoint Mapping                                                  The Donor Experience &                                ...
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 Co...
Donor Level Segmentation & Mapping                                                                                        ...
Persona Creation                               The Donor Experience &         Meet Sue               Relationship Company ...
The Donor Experience &                                                   Relationship Company                   Map How Id...
Operational Change Plan                                                 The Donor Experience &                            ...
The Donor Experience &                                                   Relationship Company                   Map How   ...
Continuous Donor Feedback                                              The Donor Experience &• Triggered by Event/Touch   ...
Feedback Widget   The Donor Experience &                   Relationship Company
Feedback   The Donor Experience &Form        Relationship Company
The Donor Experience &                                                     Relationship CompanyThank You for Your Interest...
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Donor voice donor experiences deck

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DonorVoice Overview Deck.

How do you truly address the leaky bucket?

What is the best way to spend the next dollar?

How do build relationships with donors that tie to the bottom line?

Published in: Business, Education
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Donor voice donor experiences deck

  1. 1. 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.
  2. 2. What We Do & How The Donor Experience & Relationship Company- Overview What is Relationship Status with Your Donors?
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. TouchPoint Mapping The Donor Experience & Relationship Company• Store Meta-Data
  11. 11. The Donor Experience & Relationship CompanyBrief Sidebar: Other CommitmentApplications
  12. 12. Segment, Track & Benchmark The Donor Experience & Relationship Company Commitment Scores
  13. 13. 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
  14. 14. Persona Creation The Donor Experience & Meet Sue Relationship Company Meet Bob 14
  15. 15. The Donor Experience & Relationship Company Map How Identify DonorExperiences that Deliver Workshops & Plan Donor Feedback Those Matter Currently for Change & Tracking 15
  16. 16. 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
  17. 17. The Donor Experience & Relationship Company Map How Continuous Identify Donor Workshops Donor DeliverExperiences that & Plan for Those Feedback & Matter Change Currently Tracking 17
  18. 18. 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
  19. 19. Feedback Widget The Donor Experience & Relationship Company
  20. 20. Feedback The Donor Experience &Form Relationship Company
  21. 21. 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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