This presentation shares tips and techinques designed to increase donor loyalty and engagement. It highlights examples for improvement at various touchpoints including direct mail, email, social media, volunteers, and employees.

1. Creating Loyalty Through Experiencewww.customerexperience101.blogspot.comTwitter: bridgetlbrandtBridget L. Brandt

2. About me https://about.me/bridgetlbrandt

3. Sage, 30 years of experience

5. Evaluate your current donor experience

6. Enhance your current donor experience

7. Strategy & Planning

8. Real World Tips and Techniques(Yes, it is that simple.)

9. Identify Evaluate Enhance Real World Examples

10. Our Program Identify Evaluate Enhance Real World Examples Treat customers like we would like to be treated Program consists of many elements: Series of e-mails and direct mails designed to help new customers be successful. Annual thank-you programs “Love Bombs” Making decisions that replicate how we would want to be treated. Results: 4X the revenue for customers in the program.

11. Identify Evaluate Enhance Real World Examples So…what is your experience like today? Do you really know what it is like to work with your organization? You should.

12. Identify Evaluate Enhance Real World Examples How to Identify & Evaluate Your Experience Get more information Act like a donor/customer Get someone else to act like a donor Listen to your staff and volunteers Survey-See appendix for tips Research-Understand your current donors Examine all of your touch points Be honest when you evaluate yourself and don’t punish people for that honesty. Accept the truth

13. Identify Evaluate Enhance Real World Examples

14. Identify Evaluate Enhance Real World Examples How to Enhance Your Donor Experience 1. Establish a plan after you understand the value of the base. What are you trying to solve for? Recurring gifts, new donors, loyalty, etc…? 2. Consider a pilot – to provide proof of concept. 3. Review and Revise – Donors change, economy changes, patterns change….review and revise your strategy.

15. Identify Evaluate Enhance Real World Examples Enhancing Experience in the Real World

16. Identify Evaluate Enhance Real World Examples Enhancing Experience in the Real World Employees: 92% of loyal employees will go above and beyond the call of duty** Top Five Drivers of Loyalty **Walker Information Group, http://www.walkerinformation.com/pics/wlr/Employee_ExecSumm_07.pdf

18. Provide them with the tools they need to share our story

20. Think about “What’s in it for me?”

22. http://www.youtube.com/watch?v=4-94JhLEiN0

25. Use pictures

26. Use HootsuiteWant more info and stats: http://favoritethingsforacause.wordpress.com/2011/06/04/very-few-charities-are-taking-advantage-of-social-media-fundraisers/

29. Best Practices—Progress Bar, Interesting Donation Page

31. Thank-you! Bridget L. Brandt Director of Marketing, Nonprofit Solutions Sage Business Solutions bridget.brandt@sage.com SLIDES ARE AT:

33. Make a plan—how many people in your organization are surveying? Centralize the process.

34. Write a short questionnaire

35. Use simple words

36. Relax your grammar

37. Assure a common understanding –Don’t use terms specific to your organization

38. Don't write leading question- You want honesty, to truly identify

39. Don't make the list of choices too long

40. Avoid difficult concepts

41. Avoid difficult recall questions

42. Put your questions in a logical order

43. Pre-test your survey

44. Cover memo or introduction- tell them why you are surveying

45. Use some open ended questions-You want to provide an opportunity to tell you more, good and bad.