Supporter experience

Giving supporters a great experience before and after they’ve donated should be a core mission of every charity, but it is too rarely the case. In this showcase, we’ll bring you great examples of organisations that have provided a great journey for their donors, through excellent storytelling, emotional messaging and expressions of gratitude. 

We’ll have case studies, articles, thought pieces, and even an IWITOT presentation or two. After all, the launching pad for this showcase was the Supporter Experience edition of I Wish I’d Thought of That in 2020, an inspiring event delivered with our partner The Chartered Institute of Fundraising (CIOF) and their supporter experience special interest group. It was a huge success, and you can learn more about that IWITOT, here

As with all SOFII showcases, this will continue to evolve, so do keep coming back and remember to subscribe to our weekly updates for more examples of great supporter stewardship as they get published.

Charity e-commerce – learning from the best online shops in the sector

by Matt Smith

Fundraising, marketing and digital teams need to work together to improve charity e-commerce and offer a better user experience. Matt Smith shares examples from charities who are leading the way – delivering great customer support and ongoing communication. Read on to find out how you can turn a ‘transaction’ into a more meaningful supporter experience.

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Oamaru Blue Penguin Colony: ‘Adopt a penguin’

by Simone Owens

From the supporter experience edition of I Wish I’d Thought of That (IWITOT) comes a great story of an organisation showing just what providing a brilliant supporter experience means.

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Who Gives a Crap: supporter experience and email journey

by Lianne Howard-Dace

At the supporter experience edition of I Wish I’d Thought Of That, Lianne Howard-Dace showed fundraisers what we can all learn from the marvellous communications by toilet paper brand Who Gives a Crap.

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Harry Perkins Institute: Habit tracker regular giving acquisition

by Paige Gibbs

The Harry Perkins Institute of Medical Research (aka the Perkins) revolutionised its fundraising with a superb – and successful – push to attract more regular givers. 

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The pandemic: where has fundraising been, where is it going and where should we be focusing now?

by Giles Pegram CBE

Help is at hand. A free online booklet and webinar are now available to help you deliver great fundraising during the coronavirus pandemic. And the advice all hinges on how to provide a superb supporter experience.

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RNLI: We are one crew

by Joe Burnett

This short but wonderful video from the RNLI thanks donors for their ongoing support during the coronavirus pandemic. But crucially, it also sends out heartfelt hopes that they too are keeping safe and well through these trying times. 

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Fundraising in a time of crisis: five ways to think about the supporter experience now

by Richard Turner

Fundraiser Richard Turner shares how charities such as RNLI, Asthma UK, Freedom from Torture, and SolarAid are responding to the coronavirus crisis and reaching out to their supporters.

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Right now, the supporter experience matters more than ever

by Joe Burnett

How are you going to maintain an excellent donor experience for your supporters in this time of crisis? Six expert fundraisers explain how their organisations are reacting to coronavirus, whilst still ensuring they are there for those who give to them.

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How the RNLI made me a donor

by Kathryn Holloway

Kathryn Holloway of Friends of the Earth shares the story of how she became a donor, inspired from a young age by a unique collection box.

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CDE project 5 summary: the supporter’s journey

by The Commission on the Donor Experience

This project will define the process and seek to be helpful to fundraisers wishing to offer their donors a truly satisfying, rewarding long-term experience.

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