The document summarizes presentations from a nonprofit conference panel on how organizations listen to and engage with donors. It discusses strategies from Operation Smile and the American Cancer Society. Operation Smile tracks donor interactions, implements a "donor first" philosophy, and conducts retention calls. It also discusses thanking donors appropriately based on donation amount. The American Cancer Society discusses moving from being society-centric to constituent-centric by enhancing the constituent experience and providing choice. Both nonprofits emphasize using donor feedback to improve services and engagement.
Artez Interactive - Trends in 'a-thon' Fundraising Part 2: United StatesArtez Interactive
The economy had a major impact on programs in 2009. A couple of weeks ago we discussed the results of Top 20 Walks/Runs/Rides Canada 2009 study. This time we are going to take a closer look at what has been happening in the US. The top thirty "thon" fundraising programs generated more than $1.62 billion in gross revenue for charity last year, down from $1.76 billion in 2008. The collective $133.9 million drop was the first overall decrease in revenue ever recorded in the US. Learn who was up, who was down and why from the fourth annual benchmarking study presented by Run Walk Ride Fundraising Council President David Hessekiel.
Artez Interactive - Trends in 'a-thon' Fundraising Part 2: United StatesArtez Interactive
The economy had a major impact on programs in 2009. A couple of weeks ago we discussed the results of Top 20 Walks/Runs/Rides Canada 2009 study. This time we are going to take a closer look at what has been happening in the US. The top thirty "thon" fundraising programs generated more than $1.62 billion in gross revenue for charity last year, down from $1.76 billion in 2008. The collective $133.9 million drop was the first overall decrease in revenue ever recorded in the US. Learn who was up, who was down and why from the fourth annual benchmarking study presented by Run Walk Ride Fundraising Council President David Hessekiel.
With 17 weeks left until Giving Tuesday, the time to start planning your End of Year campaign is now. Our fundraising and user experience experts discuss tips, trends, and strategies to jump-start your End of Year planning.
Donor First: Building Loyalty and Engagement Jann Schultz
Donor retention is critical for maintaining fundraising programs in the current economic downturn. Discover how Operation Smile has implemented “Donor First” strategies to effectively nurture and efficiently build long lasting relationships with constituents who financially support, volunteer and advocate for the organization.
With 17 weeks left until Giving Tuesday, the time to start planning your End of Year campaign is now. Our fundraising and user experience experts discuss tips, trends, and strategies to jump-start your End of Year planning.
Donor First: Building Loyalty and Engagement Jann Schultz
Donor retention is critical for maintaining fundraising programs in the current economic downturn. Discover how Operation Smile has implemented “Donor First” strategies to effectively nurture and efficiently build long lasting relationships with constituents who financially support, volunteer and advocate for the organization.
Retaining Your Donors: Effective Techniques for Stewardship and CultivationJann Schultz
Jann Schultz shares with you how knowledge and skills developed in the for-profit world to build customer loyalty have been translated and implemented at Operation Smile to retain committed donors. With so much choice for donors it is of vital importance that once you have acquired a donor that you keep your donor, just like the importance of building loyal customers in the for-profit world. Find out why effective techniques for DONOR FIRST stewardship and cultivation are of vital importance.
Saying "Thanks!" Instead of Asking "Please?" Jann Schultz
Presented by Jann Schultz, AVP Donor Services, Operation Smile and Stacey Baxter, USA Retention and Engagement Director, Compassion International, July 2013. Two organizations with very different acquisition strategies review the results of their welcome and acknowledgement programs, sharing how thanking donors on a regular basis and expressing gratitude without an ask for a gift is an important piece of the donor relationship puzzle.
Presented to Project Management Institute, Hampton Roads Chapter, Feb 2011. This case study examines the Donor First program developed by Jann Schultz, examining donor touch-points, defining multiple projects and designing a program to engage and retain more donors while delivering long term value.
Presented by Jann Schultz, AVP Donor Services, Operation Smile and Angel Aloma, Executive Director, Food for the Poor, July 2013. Learn proven strategies from our experts to optimize long term value of your direct response donors by moving them up the giving pyramid. Utilizing case studies, this presentation will offer proven concepts regarding development of donor pathways, messaging and offer development and highly personalized contact strategies to optimize donor value.
The Integrated Campaign Approach: Tools to Increase the Effectiveness of your...Jann Schultz
Integrated Campaign Approach-presented at the Institute of Fundraising National Convention, London, July 2012. Subject Matter Experts Jann Schultz and Lois Ephraim look specifically at how Operation Smile has integrated direct mail with communication strategies like outbound telemarketing calls, email, voice broadcasts, donor tele-conferences and other touches to improve performance of the DM program.
Measuring and Managing Donor Commitment to Raise More MoneyJann Schultz
Presented by Jann Schultz and Josh Whichard. Lots has been said about the need to create, maintain and grow donor relationships. What has been missing is an empirical, proven framework to measure the strength of the donor relationship AND identification of the touch points and actions your organization can take that influence donor attitudes. Learn insights that are a requirement for organizations to plug their leaky bucket in order to re-establish a path of sustainable long-term revenue growth.
Harvest The Voice of the Donor - Case Study DMANF August 2008Jann Schultz
How do you leverage your donor services functions in a way that is more than a cost center? Utilize the contact with your constituents to harvest the voice of the donor, gather useable marketing information in a timely way and translate it to increase donor loyalty and long term value.
How to Break through the Noise and Engage Your Donor- Part I - OSI Case StudyJann Schultz
In this Case Study learn how Jann Schultz, Director of Donor Relations brought the #DonorFirst Commitment and philosophy to Operation Smile in 2007 to build a unique donor service experience that would break through the noise and be a key-differentiator within the non-profit sector for Operation Smile and their donors, volunteers and advocates.
Presented at the DMA Non Profit Conference, Washington DC, January 2008
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
De-mystifying Zero to One: Design Informed Techniques for Greenfield Innovati...
Breaking Through The Noise II
1. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Breaking Through the Noise
Part II
How our donors break through the
noise to engage with us!
2. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Panel
• Polly Craik, Moderator
• Jann Schultz, Operation Smile
• Karen Reynolds, World Travel Holdings
• Angie Moore, American Cancer Society
3. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Jann P. Schultz,
Director of Donor Relations
How our donors break through the
noise to engage with us!
5. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
What do these
FACTS mean?
6. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Operation Smile
• Established a full service Donor Relations
Team
• Purpose
– To effectively nurture and efficiently build long
lasting relationships with our constituents who
financially support, volunteer and advocate for
Operation Smile.
7. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Operation Smile Donor First Philosophy
To serve the donor with the same exceptional
care that Operation Smile provides to children
and their families around the world.
8. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Documented Donor Interactions
• Actions added as of 11/21/2008: 32,348
• Actions added in 2007: 20,556
• Actions added in 2006: 13,716
• Actions added in 2005: 4,794
Expectation: all donor interactions by phone, e-
mail, meeting, etc. will be documented in RE
9. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
So what are our donors saying?
• 23% - Customer Service Requests
– 2400+ responses to DM exception mail &
correspondence
• 8% - New Donation or donation status
• 6% - Updates to Mailing Status
– 741 “Do Not Mail”
– 222 Address Change alert from donors
10. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Making their voice heard…
• They want to ‘manage’ their direct response
interactions
– We make it possible to meet their requests, not simply ALL
or NONE
– Online, have multiple options & personalization
– Offline, variety of attributes and solicit codes we use to
flag record with the donor request
• Requires solid database management skills – and
training of teams using the system.
11. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Donors want to help…
• 6% - Grassroots Fundraising
12. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Grassroots Fundraising
13. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Outreach to Donors
• 23% - Thank You Calls & hand written notes
14. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Donor Relations Team
Thank You Calls or Handwritten Notes
$240 - $999
Development Services Team
Thank You Calls or Handwritten Notes
$1,000 - $4,999
Donor Database Team
All donations receive Tax Receipt/Acknowledgement from Operation Smile
Development Directors
Thank You Calls and Handwritten Notes
Office of the Co-founders
Thank You Calls and/or Notes
$5,000+
Special Handling
$10,000+ and special requests
Events
Thank You Notes from Organizers
v. Sept 08
15. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
What about the rest of our donors?
• To reach our donors who give $25-$239
• Engaged ALL our HQ staff…including Programs
and Admin
• Quarterly…
16. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
The largest volume of calls
dedicated to our
Donor Loyalty and Retention Programs
• 31% of calls are dedicated to donor retention
efforts
• 7,600+ inbound and outbound calls
– 5,300+ calls made to CC decline, lapsed pledges
– 1,500+ calls for sustainer program cancellations
17. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
SAVES Strategy
• Level One – retention of donor at current level of giving
– Option - provide alternate method for giving
• Level Two – retention of donor at reduced level of
giving
• Level Three – retention of donor as a fundraiser
– Option – grassroots fundraising on behalf of OS
• Level Four – retention of donor as a supporter
– Option – raise awareness, hold collections, volunteer
18. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Back by Popular Demand
• Electronic EOY tax receipt
• 94% positive rating when
tested last year
• Multi-channel to reach
more donors
19. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Key Takeaways
• Define exceptional customer service
expectations and implement across your
organization
– Donor First Program
• Establish a team focused on building
relationships and retaining donors
– Provide them with the tools and training they need
• Establish expectations for capturing donor
interactions, track and report
20. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Listen & respond to your donors
• Allow for flexibility within your program so
donors can define direct response interactions
• Provide tools for donor fundraising efforts
• Properly thank your donors – and listen to
what they have to say when you call!
• Train your staff to retain donors – offering
alternatives for donors to remain engaged
• Test new ROR programs and roll out with
positive response
21. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Sources
• Accenture Survey, July-August 2008
– http://www.directmag.com/crm/poor-service-
not-price-survey-1999
• Non-Profit Sector in Brief, May 2008
– Urban Institute and National Center for Charitable
Statistics
22. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Speaker Contact Info:
Jann P. Schultz, Director of Donor Relations
Operation Smile
Global Headquarters: 6435 Tidewater Drive,
Norfolk, Virginia, USA
757-321-7645
jschultz@operationsmile.org
Twitter: @jannschultz
LinkedIn: Jann Schultz
23. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Karen Reynolds,
Director of Customer Service
World Travel Holdings
How our donors break through the
noise to engage with us!
24. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
World Travel Holdings is one of the nation’s largest online and
offline leisure travel companies
Owned Brands:
Partner Brands:
25. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
What we do…
26. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
How we listen to our customers…
27. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Cruise Product
How well did this cruise meet your expectations?
Both individual ships and cruise line as a whole are rated on a 1-7 scale
Comments
•Best performing products
•Products experiencing difficulty
•Comment themes
Cruise Product Team
Cruise Line Execs
Sales and Service Teams
Web
Intranet
Customers
28. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Q3 Highest Rated
Ships
(of ships with 25+
survey responses)
Survey
Score
Q3 2007
(1-
7scale)
Survey
Score
Q3 2008
# of
CR
cases
durin
g Q3
RCC Mariner of the
Seas
6.05 (92) 6.24 (41) 2
RCC Liberty of the
Seas * +
6.20 (46) 6.05 (40) 1
HAL Oosterdam 6.25 (12) 5.96 (28) 0
CCL Inspiration 5.59 (29) 5.91 (33) 1
CCL Conquest 5.94 (33) 5.89 (27) 2
CCL Victory 5.11 (98) 5.86 (37) 4
How well did this cruise meet your expectations?
1 2 3 4 5 6 7
Not at all Exceeded
29. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Top 20 ShipsTop 20 Ships
Past six monthsPast six months
Ship scoring:
•Survey:
•5.50 or better (out of 7)
•At least 20 responses
•CR cases:
•.50 or better complaint
ratio
•Reviews:
•4.60 or better (out of 6)
•At least 10 reviews
Ship
Comp vs.
Dept
Review
Score
Survey Score
Promoter
Score (1 – 7)
DCL Disney Wonder 0.15% 5.41 (34) 6.02 (33) 6.12
RCC Freedom of the Seas 0.19% 5.21 (24) 6.18 (49) 5.63
RCC Liberty of the Seas 0.13% 5.21 (34) 6.11 (85) 6.06
HAL Oosterdam 0.00% 5.17 (30) 6.00 (68) 6.35
RCC Rhapsody of the
Seas 0.00%
5.08 (12) 6.05 (22) 5.91
CCL Carnival Legend 0.09% 5.04 (54) 5.95 (116) 5.89
HAL Westerdam 0.10% 5.00 (25) 5.82 (45) 5.62
RCC Mariner of the Seas 0.13% 4.90 (40) 6.07 (109) 6.16
RCC Voyager of the Seas 0.19% 4.86 (21) 6.21 (39) 6.10
RCC Adventure of the
Seas 0.14%
4.83 (30) 5.74 (66) 5.88
30. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Problem Resolution
– Any score of 3 or lower is addressed personally with a
return email or a follow-up call
– Problem is worked until customer is satisfied
31. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Example of problem resolution:
I would like to see the following:
-Credit towards final invoice
-Discount that was promised, 15%, on shore
excursions that we booked while on ship.
-The Kids Club service was horrendous on the ship.
Would like for you to complain to Carnival.
32. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Agent Feedback and Recognition
Bruce,
I would like to take a moment of your time to thank you for the excellent
customer service I have been receiving from Margo. Over the course of
this year I have had many horrifying experiences with customer service
departments from many different companies. Working with Margo has
been such a breath of fresh air for me. She has been so helpful and
enjoyable to work with during what could have been a much worse
situation. Margo and I are still working on resolving some issues with
another company and I am glad she is my agent!
Thanks again!
33. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Customer Reviews
www.cruisesonly.com
34. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Average Disney Wonder Rating
Pros:
Great organization by Cruises Only and Disney Cruises
Cons:
no negatives
As first time cruisers we really appreciate the great communication and
organization by Cruises only and Disney. We are very satisfied and would
highly recommend Cruises Only and Disney Cruise Lines
Great Cruise by Mitch H from Charlotte, NC
Sailing date: Dec 2008
35. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Customer Service Suggestion Box
– Allows CS agents to pass along direct feedback
from customers once their call has ended
– Allows CS agents to ask questions, make
suggestions or express concern anonymously
36. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Suggestion Box example:
In Customer Service we received a lot of calls regarding
Advanced Guest forms. Each of us seems to have a
different level of knowledge about each of the different
cruise line forms. I've learned the quirks of some of them,
realized that others could benefit from perhaps more
hands on to each of them. Some of my coworkers may
never have cruised or prefer to leave the passengers to do
their own. It would help us and the passengers if we all
had some working knowledge of each one. Perhaps a
study?
37. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Recommendations:
If you are going to collect feedback from customers, use it!
– Take action on negative items
– Share positive responses with those involved and with management
Use customer feedback in methods that are visible to the
customer
– Contact customers regarding negative replies
– Post reviews, customer comments, etc.
Consider both external and internal customers
– Internal customers’ (coworkers, employees, etc) feedback can help the
organization learn and grow as well
38. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Speaker Contact Info:
Karen Reynolds, Director of Customer Service
World Travel Holdings
2875 Sabre Street, Suite 300
Virginia Beach, VA 23454
757-233-5387
kreynolds@wth.com
39. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Breaking Through the Noise
Part II
How our donors constituents break
through the noise to engage with us!
40. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
American Cancer Society
• $1 billion in annual revenue ~ strong brand awareness and
confidence
• Dedicated to eliminating cancer as a major health problem by
preventing cancer, saving lives, and diminishing suffering
from cancer, through research, education, advocacy, and
service.
• Constituent base includes cancer patients, caregivers,
survivors, donors, volunteers, advocates, special event
participants, medical professionals, children, etc.
• Over 63 million constituents in constituent database – 22
million actively engaged over the last 36 months.
41. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Constituent
Relationship
Management
Experiences
“Remember
Me”
“Be Relevant”
“Listen to Me”
Loyalty
Satisfaction
Commitment
Opinions
Word-of-Mouth
Referrals
“Meet my needs”
“Follow-through”
42. CONSTITUENT
FOCUS
REMEMBER UNDERSTAND ACT & IMPROVE
TOOLS SIEBEL VOICE MEASUREMENT
ORGANIZATION VERTICAL HORIZONTAL
ORGANIZE AROUND
CONSTITUENT
PROCESSES
CONVENIENT FOR
SOCIETY
BUILT FOR CONSTITUENT
METRICS SOCIETY-SPECIFIC CONSTITUENT-BASED:
Satisfaction
Relevance
Refer & Recommend
Retention
Broaden
Constituent-CentricSociety-Centric Our Evolution….
43. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
The Society
Providing Exceptional
Relationships…
Enhancing the Customer Experience
Creating a “Learning” Relationship
Cross Selling
Presenting “One” Organization
Providing Choice
Protecting privacy & preferences
Constituents
Leads to…
More lives saved
More mission moved
More money
More volunteers
More advocates
Higher customer satisfaction
Higher renewal & retention
44. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Our “View”
45. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
The View We Needed
46. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
CHALLENGES
• “Knowing” our
constituents
• Lack of “integration”
across the enterprise
• Donor retention
• Segmentation
conflicts
• Data capture
• Data “sharing” and
organizational
intelligence
OPPORTUNITIES
• Validate marketing
strategies
• Decrease redundancies
• Increase net revenue
• Integrate the cancer
continuum and the
fundraising continuum
• Drive return on CRM
system investment
47. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
3% 2%
20%
26%
49%
5% 5%
24%
26%
40%
0%
10%
20%
30%
40%
50%
60%
70%
Very Dissatisfied 2 3 4 Very Satisfied
Donors
The Rude Awakening
Survivors
48. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
0%
10%
20%
40%
60%
80%
100%
Poor Fair Good Excellent
Zone of
Defection
Zone of
Indifference
Loyalty
0%
10%
20%
40%
60%
80%
100%
Poor Fair Good Excellent
Zone of
Defection
Zone of
Indifference
Loyalty
The Reason to Worry
49. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
The “Burning Platform”
versus The “Carrot”
54. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Constituent Relationship
Management (CRM) is a
strategy for building and
maintaining the relationships
that are key to accomplishing
our mission through strategic
data capture and analysis,
relationship strategies, and
customized marketing.
Constituent Care
is a CRM strategy which
involves segmenting our
constituents and
activating an annual,
strategic planning
process across the
enterprise to drive greater
satisfaction and stronger
relationships through
improved
communications and
decision making.
55. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
The “Constituent Care” Hypothesis
By focusing on constituents and taking “care” of
those relationships, we will……
– Ensure a consistent, positive constituent experience
– Increase constituent retention, loyalty & satisfaction
– Optimize relationships through thoughtful & targeted
offerings
– Increase fundraising productivity & ROI
– Increase ROR ~ “return on the relationship”
56. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Constituent Care
• Two-Year pilot with 18 states
• Founded in market research
• New segmentation introduced – “affinity-based” model using
all engagements – 6 affinity segments and 2 lifecycle segment
• Communication cataloging across all levels to drive
constituent-based communication strategy & planning
• Decision-making & processes assessment around what is
communicated, when, and to whom
• Relationship-building communications deployed with no asks
57. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Measurement
• Movement from one affinity segment to another –
up and down
• Movement into and out of high-affinity segments for
rapid response
• Increase in annual worth
• Relationship retention improvement
• Conversion from non-donor to donor
• Conversion from non-volunteer to volunteer
58. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Status
• Processes deployed successfully
• Retention and annual worth statistics are showing
greater improvement than non-care Divisions/states
• Full results ready later in 2009
59. 2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference2009 Annual Washington Nonprofit Conference
Thank You
Angie C. Moore
Managing Director, CRM
American Cancer Society
Angie.Moore@Cancer.org
Editor's Notes
DMANF Presentation – Breaking through the Noise Part II January 2009 Operation Smile Case Study – Jann Schultz, Director of Donor Relations REQUIRED PREP: RED and GREEN ½ sheets of paper, 1 of each on each chair. To be used in the first activity.
OK, we are going to do a bit of MYTHBUSTING today… you are going to vote on whether the following are MYTH or FACT. <Ask participants to respond to the following questions use GREEN (FACT-TRUE) or RED (MYTH-FALSE) colored sheets of paper: First a couple of practice ones for you…since I’m from Virginia Beach, here is one for you – You are more likely to be struck by lightening than to be attacked by a shark. True or False? TRUE - According to the National Weather Service, the odds of being struck by lightning in the United States in any given year are 1 in 700,000. By contrast the odds of being attacked by a shark in the United States are roughly 1 in 8 million. How many of you brought your lap top to the conference? Here is one for you… In 1977, the CEO of a major computer company said, "There is no reason for any individual to have a computer in his home." True or False? TRUE - Ken Olsen, co-founder and CEO of Digital Equipment Corporation, did indeed utter those words at a 1977 meeting of the World Future Society. OK, here is a myth that may be a bit closer to our work… 47% of consumers in the US say they have switched service providers in the past year due to poor customer service. True or False? FALSE – The actual number is 73, yes - 73% of Americans surveyed changed due to service - compared to 47% who switched due to lower prices. Consumers are more demanding year over year. True or False? TRUE – nearly one third said their service expectations were higher than they were just one year ago. Most consumers said technology has improved customer service. True or False? FALSE – less than half of consumers in mature markets believe that technology has improved customer service. So – what does this mean for us? <go to next slide>
FACT: There are approximately 1.4 million non-profit organizations registered with the IRS. FACT: With so much choice, if you are not providing exceptional service and ways for your donors to break through the noise…you will lose them. You must be developing strategies and implementing methods so that you can hear your donors through the day to day background noise! Listen to what they have to say and take action. Listen or lose them. What I want to share with you today are the strategies we have implemented at Operation Smile to hear our donors and what we have learned from the interactions we have with our donors. These may be obvious– and my apologies in advance if this is simplistic to you. The bottom line is, this isn’t rocket science. In the face of our economy and struggles – we have to go back to the basics. My goal is to provide you with some takeaways that you can use when your return to your job on Monday.
To better communicate with our donors, we had to re-design an existing service team, a small internal call center. We re-purposed them into a full service Donor Relations Team – staffing up from 2.5 members to 5 – one supervisor and 4 team members. They have been given clarity as to their role – you see their purpose here - and they have been given the tools, training and flexibility to achieve their success metrics. In addition to training on relationship fundraising and customer service skills, the team has been fully trained and utilizes our donor database, the Raisers Edge. This allows us to capture the voice of the donor and report back on specific requests, trends and results.
You must define your expectation for exceptional customer service. For Operation Smile, we have utilized the Operation Smile Donor First Philosophy. It is our way of turning background noise into individual donor voices that we can understand, respond to, and cultivate.
A tangible way of measuring the voice of the donor at Operation Smile is the number of ACTION Notes entered into our donor database – The Raisers Edge. Each one of these reflects an interaction with a donor - both inbound and outbound contact. You must establish STANDARD procedures for success – we have the expectation that each and every interaction with a donor is documented, so those voices, that history, is available to our fundraising team. This is just one basic way we provide exceptional customer service.
When analysis is done on these numbers, here are what our donors are saying when they contact us… The 23% Customer Service Requests include phone calls and correspondence. The team responded to more than 2400 donors who contacted us with comment mail on our Direct Mail or correspondence to HQ. The majority of these are simply thanking us for our mission – and we respond to everyone one of those by hand, or the second most common is asking for more information – often clarification on financials (sound familiar?!), followed by requests for more photos of children, or having more information to share with friends. 8% of our contacts have to do with new donations or information on donation status. We love these donors! 6% of these contacts are calling to request a change to their mailing status. We have noted 741 who have requested that we “Do Not Mail” – this includes the DMA requests that we download monthly. But what I find fascinating..is we had 222 donors call to alert us of their address change – making sure they continue to receive our mailings! WE LOVE THESE DONORS! 6% of our donors are interested in helping Operation Smile with grassroots fundraising efforts.
Our donors want to help – and 6% of our callers are seeking ways to support Operation Smile, beyond donating themselves. We have created a fundraising guide, with step by step instructions and chock full of ideas and other donor success stories. Materials are customizable, and sent via email in PDF form. We stress emailing for the donor to print to help us save money and serve more children. ASK: Please raise your GREEN sheet, if you offering the ability to customize materials for donors? <identify a “yes” response.> What do you offer to your donors? Some of our customizable In Lieu of Birthday Gift Cards for adults and children In Lieu of Wedding Gift, or Baby Shower Gift Cards Donation forms – specialized for the event Student/school based fund raising ideas & How-to Operation Smile “SMILE SHEETS” one-sheet fundraising “how-to’s” Lemonade Stand fun sheet Make-over night fun sheet Movie night fun sheet Moms babysitting club fun sheet Customizable donation forms (must include a code and be higher dollar earning potential) Tribute or Honor Donation Sheet; i.e. Reema’s Smile a fundraising effort in honor of a VaTech shooting victim; this should be used when the fund raising effort is to honor a specific person. Spread the Word/Spread The Smiles program where donors are engaged in spreading the word as an advocate for Operation Smile
ASK: Please raise your GREEN sheet, if you offering the ability to customize materials for donors? <identify a “yes” response.> What do you offer to your donors? Some of our customizable In Lieu of Birthday Gift Cards for adults and children In Lieu of Wedding Gift, or Baby Shower Gift Cards Donation forms – specialized for the event, coded for tracking purposes. Operation Smile “SMILE SHEETS” single-sheet fundraising “how-to’s” such as - Lemonade Stand for kids, Make-over night for teenagers, Movie night “in” for youth groups and even a Moms babysitting club Spread the Word/Spread The Smiles program where donors are engaged in spreading the word as an advocate for Operation Smile
The development team has fully implemented a successful strategy for thanking donors personally, if they have made a donation of single cleft lip surgery, $240, or higher. Across the team, more than 4500 calls were made to our donors to thank them for helping us transform the lives of children. Now making calls to DRTV pledgers – will be tracking response to see if call within 1 week of giving improves fulfillment rate.
Thank You Strategy Multiple Touch Points
Thank A Thon Donors who fall outside the TY Strategy Entire HQ staff Calling donors to thank Positive feedback from staff – will implement quarterly
Retention of cancelling donors Offering other ways to remain engaged with Operation Smile
Offering ways to remain engaged with Operation Smile, being sensitive to donors desire to help and current financial situation.
TEST programs that provide a return on relationship – not necessarily a high short term ROI. EOY Online Tax Receipts - test 94% Positive Response last year, generated additional $20K in revenue With new web platform, created our own internal program to provide this service and expand to donors who have not given us their e-mail
Recap Key Takeaways
DMANF Presentation – Breaking through the Noise Part II January 2009 World Travel Holdings Case Study – Karen Reynolds, Director of Customer Service REQUIRED PREP:
DMANF Presentation – Breaking through the Noise Part II January 2009 Operation Smile Case Study – Jann Schultz, Director of Donor Relations REQUIRED PREP: RED and GREEN ½ sheets of paper, 1 of each on each chair. To be used in the first activity.