dm 201- avalon consulting + donor services group - multi-channel marketing
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Presented by:
Allison Porter
Colin Bickley
Barb Perell
*Multi-Channel Marketing – What is it really and how to integrate with success
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*Speaker Introductions: Allison Porter
PresidentAvalon Consulting Group
Colin BickleyDirector of Business
DevelopmentDonor Services Group
Barb PerellVice President, Online Services
Avalon Consulting Group
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DM/TM/
Site/Web
DM/TM/Site
DM/Site DM/TM DM/Web/Site
DM/TM/Web
DM/Web DM Only$0
$20$40$60$80
$100$120
72%74%76%78%80%82%
Income/Member Average Gift Retention
*Why is multi-channel important?
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*Ask for email on direct mail reply device
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*Include URL on direct mail reply device
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*Send an email follow up as a phone pledge fulfillment reminder
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*Sample schedule of phone to email to mail:
Immediately after the call, an email that contains a clickable hyperlink leading to a landing page specific to the telephone campaign is sent out.
Reminder email sent to donor 3 days later.
Reminder email sent to donor 7 days after initial call if still no fulfillment.
If still no online fulfillment, donor moves into the mail fulfillment track
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*Test DM/TM/EM sequence and frequency
*Use to help determine the right mix of communications for your audience.
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*Follow up/reference direct mail with email
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*Include activists in telefundraising acquisition
New demographics, new audiences, new donors…
From online to telephone
acquisition
From in-person to telephone
acquisition
Canvass petitions, radio petitions..
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*Conduct sustainer invitation to online petition site activists
1xGift Sustainer Avg. Sust. Gift
6.44% 2.99% (all CC) $11.35
AUDIENCE: After 1-5 online Care2 environmental petitions, they are rolled into a Sustainer calling program and segmented according to number of petitions the prospect signed
Sustainer Acquisition Program for National Environmental Nonprofit:
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*Bridge program• Provide a balanced mix of direct mail
and online campaigns for mid-level donors.
• Incorporate both direct mail and email asks(which return a higher average gift – 19% for NPCA).
• In addition to renewal and appeal asks, newsletter, report, and cultivation direct mail campaigns are very effective, making up 22% of the program’s entire net income.
• Upgrade invitations to this level are also conducted through the mail, phone and email.
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*Insert press release or email in direct mail
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*Include a .pdf mail-in form link in email
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*Long-term value of calling online petition with Sustainer Invite*Break-even after 1st year
*Sustainer stream ensures longer retention of newly acquired donors
*Sustaining donors are oftentimes a solid source of planned gifts
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*Thank You Cultivation
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*Promote social sharing after online donation or action
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*Send text messages coordinated with email
*send text message with email, advocacy
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*Call canvass-acquired donors
*Recently acquired canvass donors (30-60 days) should be tested in your Sustainer Invite calling program to increase retention
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*Test sustainer invites beyond the phone
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*Send email and serve up Facebook ads or Promoted Posts
*Also leverage custom audiences – upload email list to find lookalikes and target with Facebook ads
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*Upgrade and Recapture DRTV Sustainers via telephone
*25-30% upgrade of Sustainers at $5-$7 monthly increase
*20-25% recapture of lapsed Sustainers
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*Coordinate on-site marketing efforts*Train on-site staff to promote membership
and collect email addresses; use incentives as needed.
*Conduct on-site “Membership Month” campaign in conjunction with efforts in other channels (i.e. online, phone, DM buckslips).
* Display membership brochures in all areas that visitors frequent – refreshment areas, ticket windows, restrooms, elevators, parking garages.
*Offer on-site discounts specifically for members.
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*Cross post to YouTube and use advocacy overlays to drive actions
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*Pull data for multiple channels at the same time
*Gives an overview of all communications for each segment of your data
*Saves time and costs
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*Include all gifts in direct mail list performance & TM analysis
*look at DM list performance with online gifts:
*Matchback analysis – 3% of offline donors renewed online, 32% of online donors renewed offline (2011 donorCentrics Internet and Multichannel Giving Benchmarking Report)
*“No gift” during phone call =
10X more likely to give at next point of contact (whether it be mail or another call)
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*Cross post to Pinterest
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*Cross post to Instagram to promote events and campaigns
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*CASE STUDY: Year-End Rapid Response – Farm Sanctuary
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*CASE STUDY: High Museum Multi-Channel Exhibition Campaign
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*THANK YOU!
Allison PorterPresident
2030 M Street, NW Washington, DC 20036
202-429-6080www.avalonconsulting.net
Barb PerellVP, Online Services
2030 M Street, NW Washington, DC 20036
202-429-6080www.avalonconsulting.net
Colin BickleyDirector of Business
Development
6715 Sunset BlvdLos Angeles, CA 90028
http://www.donorservicesgroup.com
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