Supporter experience
Giving donors a great supporter experience should be a top priority for every charity, but it is too rarely the case. In this showcase, we’ll bring you examples of organisations that have provided a memorable journey for their donors through excellent storytelling, emotional messaging and expressions of gratitude.
Six essential steps to improving your supporter experience
by Natasha Evans
Creating an excellent supporter experience is a marathon, not a sprint. In this article, you will find some useful top tips for giving supporters the best experience possible.
Read moreMind: ‘Everlasting Forest’ digital memorial offers comfort and connection
by Faye Anderson
UK-based charity Mind have created a highly successful donor acquisition product and offered new in memory donors a special supporter experience with this online digital memorial microsite. Click to find out how they used insight to inform the creative and discover the fantastic results.
Read moreDogs Trust: Building an engaging supporter experience at ‘Dogs Trust Village’
by Amy Bingham
Step into ‘Dogs Trust Village’ and you’ll discover a masterclass in the supporter experience. This unique event has not only engaged with existing dog-loving supporters, but it’s also helped recruit new ones and raise vital funds.
Read moreBeyond words – how thanking can transform your relationship with your charity’s supporters
by Mark Phillips
The all-important thank you. After each donation, the thank you sets the tone for what could be a good or bad supporter experience. Yet so often, the thank you becomes automated, forgotten, or worse still – left out of the donor journey on purpose. In this article, Mark Phillips shares why he thinks improving your thanking can be transformational to the relationship you have with your supporters.
Read moreSupporter care – it’s the best investment you can make in fundraising
by Ralph Welch
Ralph Welch didn’t expect his chance encounter with a Women’s Super League customer service team to make him think much about fundraising. But an unexpected response after a recent purchase made him reflect on charities and supporter care. Read on to find out more and learn a few top tips.
Read moreHow do you say thank you for 41 million eggs?
by Marina Jones
Fundraising history, donor recognition, supporter experience and thanking. This one has it all! Dive in and explore the many virtues of this World War One (WWI) National Egg Collection campaign. There’s plenty to inspire you and your fundraising, today.
Read moreHow we do it – crafting SOFII’s special thank you letters
by Joanna Culling
At SOFII, we believe that great donor care is important. But it can be difficult to get right. So, while we aren’t perfect, we strive to try our best and practice what we preach. SOFII is a tiny charity, and we know the challenges that can crop up when you’re low on resource and short on time. This article gives you a little insight into how we thank our own donors.
Read moreCharity 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.
Read moreOamaru Blue Penguin Colony: ‘Adopt a penguin’
by Simone Owens
We are fundraisers, but we are often donors too. In this case study Simone Owens shares how a day out on her family holiday in New Zealand led to a very special penguin adoption... and a very memorable supporter experience.
Read moreWho 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.
Read moreHarry 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.
Read moreThe 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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