how can you engage donors through customer service?€¦ · love “thank you for your help and...
TRANSCRIPT
How Can You Engage Donors
Through Customer Service?
SPEAKERS
Zoe KARKAS FFIA
Why Not This + Associates
Gary CONYERS PhD
Why Not This + Associates
“Someone calling themselves a customer says they want something called service.”
Let’s start with a story…
“Are donors ‘customers’”?
“Are donors ‘customers’”?
“
“What’s customer service?”
“What’s donor care?”
“What’s donor care?”
“When do we give donor care?”
“When do we give donor care?”
fundraising
“When do we give donor care?”
“When do we give donor care?”
“When do we give donor care?”
donors Non-donors
“Why should you care about donor care?”
“Why should you care about donor care?”
“Why should you care about donor care?”
54%
36%
18% 16% 13%
9% 8% 5%
0%
10%
20%
30%
40%
50%
60%
Source: Adrian Sergeant, Growing Philanthropy in the US
“Why should you care about donor care?”
54%
36%
18% 16% 13%
9% 8% 5%
0%
10%
20%
30%
40%
50%
60%
Source: Adrian Sergeant, Growing Philanthropy in the US
“Why should you care about donor care?”
Very Satisfied Donors
“Why should you care about donor care?”
Very Satisfied Donors Merely Satisfied donors
Source: Adrian Sergeant, Growing Philanthropy in the US
Source: Adrian Sergeant, Growing Philanthropy in the US
Source: Adrian Sergeant, Growing Philanthropy in the US
lifetime value of donor base
Source: Adrian Sergeant, Growing Philanthropy in the US
“What is good donor care?”
“What is good donor care?”
“What is good donor care?”
“What is good donor care?”
“What is good donor care?”
“Why should you care about donor care?”
“What’s your TOP THREE donor care challenges?”
The Mysterious Instance
The “ ” Donors
of
How They’d Hero Up?
The Baffling Circumstance
of
The “Meh” Donors
How They’d Hero Up?
The Curious Case
The Donors who Looked Like ATMs
of
How They’d Hero Up?
“Donors will give less.”
Merely Satisfied Donors Very Satisfied donors
“Donors will leave.”
54%
36%
18% 16% 13%
9% 8% 5%
0%
10%
20%
30%
40%
50%
60%
Care for your donors by being… GRACEFUL
Gratitude
Recognition
Accountability
Control
Control
Where Donations Went
All donations
Control
Where Donations Went
Did not choose
Sight
Safe Birth
Mobility
Education
Execution
Execution
Execution
THE AVERAGE PERSON IN A DEVELOPING NATION
STRUGGLES TO FIND 5 GALLONS A DAY. HELP.
Execution
THE AVERAGE PERSON IN A DEVELOPING NATION
STRUGGLES TO FIND 5 GALLONS A DAY. HELP.
ONE IN SIX PEOPLE ON THE PLANET HAS ACCESS TO SAFE CLEAN DRINKING WATER. HELP.
Execution
THE AVERAGE PERSON IN A DEVELOPING NATION
STRUGGLES TO FIND 5 GALLONS A DAY. HELP.
ONE IN SIX PEOPLE ON THE PLANET HAS ACCESS TO SAFE CLEAN DRINKING WATER. HELP.
Execution
Execution
Fast
Unconditional
NUMBER ONE!
“
Love
Love
“Thank you for your help and support with books, clothes, and shoes. Through your love, you give me courage. I have nothing to give back; but will not forget you in my prayers.”
Love
“I’m humbled that you took the time to write to me and I’m absolutely thrilled to hear all about the improvement in Joe’s circumstances. What I sent was so small…. I only wish I could have sent more.”
