Upload
damian-obroin
View
2.908
Download
0
Embed Size (px)
DESCRIPTION
Presentation to Norwegian Fundraising Conference, 8 September 2011
Citation preview
Donor Care & Thank You Magic
Norwegian Fundraising Conference8 September 2011
Damian O’Broin
More...www.askdirect.ie
www.twitter.com/damianobroin
www.slideshare.net/damianob
www.delicious.com/damianob
Once upon a tim!...
My Summer Holiday
Extinct Reptile
Me
Why isDonor Care Important?
Bad Donor Care
Unhappy donors(or even just uninspired donors)
Loss of €€€
Building Donor Loyalty – Adrian Sargeant & Elaine Jay
€0m
€50m
€100m
€150m
€26,000,000
€78,000,000
€147,000,000
Potential Value of Legacies
IRL Legacy Giving 2009 NOR Legacy Giving 2009IRL/NOR Legacy Giving Potential
Best legacy prospects are donors for 5+ years.
Propensity to leave a legacy rockets after 15 years.
But first,we have to keep
our donors.
Year 1 Year 2 Year 3 Year 4 Year 5
Cash Donors Face to Face Donors
Typical attrition rates
We spend a fortune recruiting donors
And then throw it all away with bad donor care
“The only things that can’t be replicated are the relationships you have with your customers”
– Larry Hochman
Price Product Place
Unique Value
Relationship with Donors
Simplicity Speed
“When given the choice, people will always spend time around people they like. When it’s expedient and practical, they’d also rather do business with and buy stuff from people they like. And now, they can.”
– Gary Vaynerchuk
-200%
0%
200%
400%
ExclusiveArrogant
SensuousDaring
Socially RespHigh Quality
FriendlyKindness & Empathy
% Change in perveived value of brand attributes 2005-09
Young & Rubicam’s BrandAsset Valuator, quoted inGerzema & D’Antonio - The Power of the Post-Recession Consumer
“Between 2005 and 2009 US consumers expressed a nearly fourfold increase in their preference for
companies, brands and products that show kindness in both their operations and their
encounters with customers.
This desire for companies to be more empathetic toward consumers is the biggest shift in any attitude we have ever seen during the BAV
survey’s two-decade history”
Gerzema & D’Antonio - The Power of the Post-Recession Consumer
How do you create great donor care?
Donor
Donor-centred
communicationsDonor-focussed
systems & structures
Banish short-term thinking
Banish short-term thinking
CampaignReturn on Investment
DonorLifetime Value
% Response& Average Gift
Long-termDonor Retention
Donor-centredcommunications
What do donors want?
Recognition
“You” or “Your” is repeated 14 times on Page 1
(and donor’s name appears four times)
Thanks donor and demonstrates impact
Donor focused solution
2009
2010
General Monthly Gifts Top Donors
General Cash +28%
Monthly Gifts +88%
Top Donors +227%
Control
MyCareZone
Has reduced face-to-face
attrition by half
2/3 donors didn’t choose a gift
Sight 70%
Safe Birth 20%
Mobility 6%
Education 4%
Feedback
The Oxfam Hunger £ Million
Four times as much money raised
Gratitude
An Emotional Connection
Donor-focussedsystems & structures
What do you really know about your
donors?
It all starts with data...
Net Promoter Score
“How likely is it that you would recommend <charity> to a friend or colleague?”
0 1 2 3 4 5 6 7 8 9 10
Detractors Promoters
Net Promoter Score
Median NPS = 16%(based on 130,000 customer survey responses for > 400 companies)
Trader Joe’s 82%
Apple 72%
Amazon 70%
Best Irish Charity Score 50%
The 3 things your THANK YOU
needs to do
Make your donor feel special
Arrive promptly
Show the impact of their gift
The Flattery Bath
!"#$##
!"#$%&'()*#+'
,(-.%/'*//(0/"1%.2
345
6&."7&."(,588
4#'&."#'(#9:
!"#$%#&$!!4&./:
5;<=,<>=55
!'()$()3/?/"@.(ABC$/*:
D%/'(@/#@E/(&27(C/(+%&.(F"99/*/'?/(&(F#'&."#'(?&'(C&7/G(H(*/@EI(.%&.(F#'&."#'2(.#(!.&*2%"@(.*&'29#*C(E"J/2K(L&*/'.2(
%&J/(.#EF(C/(+".%(./&*2("'(.%/"*(/I/2(+%&.(".(C/&'2(.#(7'#+(.%/"*(?%"EF("2(*/?/"J"'1(.%/($/2.(@#22"$E/(?&*/(&.(!.&*2%"@K(
-'F($/%"'F(/J/*I(#'/(#9(.%/2/(?%"EF*/'(.%/*/(&*/(?#C@&22"#'&./(@/#@E/(E"7/(I#B(F/F"?&./F(.#(%/E@"'1K(M%&'7(I#BK
N#B*(F#'&."#'(+"EE(%/E@(!.&*2%"@(2B@@#*.(?%"EF*/'(&'F(.%/"*(9&C"E"/2(&.(.%/"*(C#C/'.(#9(1*/&./2.('//FK((H.("2(&.(.%/2/(
C#C/'.2G(+%/'(&(?%"EFO2(E"9/(?&'(%&'1("'(.%/($&E&'?/G(.%&.(I#B*(F#'&."#'($/?#C/2(.*BEI(.*&'29#*C&."#'&EK(
H(%&J/(2//'(%#+(&(2/*"#B2EI("EE(?%"EF(?&'(9&?/("'?*/F"$E/(2".B&."#'2(+".%(&(C&.B*".I(+/EE($/I#'F(.%/"*(I/&*2K(M%/2/(
?%"EF*/'(?&'(/P%"$".(&'("'2@"*&."#'&E(&$"E".I(.#(?&**I(#'(+".%(&(2C"E/(&'F(&'(&C&Q"'1EI(@#2"."J/(RE"J/(E"9/O(&..".BF/K(
)B.(&(@#2"."J/(&..".BF/(&E#'/("2'O.(/'#B1%(.#(1/.(.%*#B1%(&(E"9/(.%*/&./'"'1(C/F"?&E(?%&EE/'1/(S(I#B*(F#'&."#'(C/&'2(A/+(
T/&E&'F(?%"EF*/'(%&J/(&(+#*EF(?E&22(9&?"E".I(.#(1"J/(.%/C(.%/($/2.(@#22"$E/(%#@/(9#*(&(9BEE(&'F(%&@@I(E"9/K(M%"2("2(.%/(7"'F(
#9(?&*/(H($/E"/J/(/J/*I(?%"EF(F/2/*J/2K
N#B(?&'(7//@(B@(.#(F&./(+".%(2#C/(#9(.%/(2B??/22(2.#*"/2(I#B*(1"9.(%&2(C&F/(@#22"$E/($I(J"2"."'1(
+++K2.&*2%"@K#*1K'Q<9#B'F&."#'G(#*("9(I#B(%&J/(&'I(UB/2."#'2G(@E/&2/(?&EE(#'(=V(,=8(WVX8K
M%&'7(I#B(&1&"'(9#*(1"J"'1(JBE'/*&$E/(I#B'1(?%"EF*/'(.%/($/2.(@#22"$E/(?%&'?/(&.(E"9/K
)*&F(YE&*7
Y%"/9(ZP/?B."J/
%&'()*&'+,-.-*/-0+1*)2+)2('34+5,&67
!"#$%&'()*#+'
,(-.%/'*//(0/"1%.2
345
6&."7&."(,588
4/&*([*2()*#+'G
)/2.(+"2%/2G
“When people ask me what difference a donation can make, I reply that
donations to Starship transform lives. Parents have told me with tears in
their eyes what it means to know their child is receiving the best possible care
at Starship.
And behind every one of these children there are compassionate
people like you dedicated to helping.
Your donation will help Starship support children and their families at their moment of greatest need. It is at these moments, when a child’s life can
hang in the balance, that your donation becomes truly
transformational.”
The Importance of Speed
We want it now
Time has shrunk
First time donors who receivea personal thank you within
48 hours are
Four times more likely to give again
– McConkey Johnston International UK
Email Post
2006 20% 13%
2008 38% 28%
2011 60% 20%
Charities who sent personalisedthank you within 48 hrs - online gifts
– Ask Direct Mystery Shopping Research
Only 1 in 4 charities sent a postal thank you after
an online gift
– Ask Direct Mystery Shopping Research (Ireland, Canada, New Zealand)
% who thanked % who thanked < 1 week
Ireland 93% 33%
Canada 27% 13%
Response to postal donations
Once upon a tim!...
You’ve got six months.
Get cracking.
Upgrade direct debit donors(optimum 4-6 months)
Secure a second cash gift(~50% of second gifts are made within 6 months)
Provide feedback on how giftsare making a difference
Cement the relationship between donor and charity
How much is poor donor care
costing you?
€113Average gross cost of recruiting a donor via direct marketing 2008-10
Nkr 854
€78Average value of first time gift to charity 2008-10
Nkr 589
6 x first gift
€4685 Year Lifetime Value of Cash Donor
Nkr 3,534
10 x first gift
€780Jeff Brooks’ Rule of Thumb for total donor value
Nkr 5,890
27 x first gift
€21065 Year Lifetime Value of cash donor who also makes monthly gift
Nkr 15,906
Now,multiply that by all the donors you’re losing...
Nkr 15,906
Thank Youwww.askdirect.ie
www.twitter.com/damianobroin
www.slideshare.net/damianob
www.delicious.com/damianob