get heard: using online tools to inspire volunteers and donors
DESCRIPTION
My presentation for the 2011 NTEN event. http://myntc.zerista.com/profile/member/166275TRANSCRIPT
Get Heard: Using Online Tools to
inspire Volunteers and Donors
#CTCTEVM
Erik Mintz
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Erik Mintz
Director, Event Marketing
Constant Contact
Blog: http://blogs.constantcontact.com/commentary/author/erik-mintz/
facebook.com/erikmintz
@erikmintz
linkedin.com/in/erikmintz
Copyright © 2011 Constant Contact, Inc.
Introduction
Copyright © 2011 Constant Contact, Inc. 4
Agenda
Event Marketing
Social Media Marketing
Email Marketing
Online Survey
• Why use these online tools?
• Benefits and best practices.
• Nonprofit customer examples.
• Questions after each section.
Copyright © 2011 Constant Contact, Inc. 5
Why Use These Online Tools?
• These tools help you create a meaningful online experience about your business
• You take that experience and deliver it to an audience
• The audience might be your website, social network or an email list.
• The experience itself is in high resolution (HD), it
leaves a lasting impression. It’s valuable and relevant to
the recipient. It engages someone enough to take the
next step; maybe to refer you within their social
network, join your email list, or donate money to
the causes you care about the most!
Copyright © 2011 Constant Contact, Inc. 6
It Takes Relationships to Build a Business
Why Do We “Market”?
7
More…
• Customers
• Clients
• Volunteers
• Donors
• Members
• Board Members
• Brand Awareness
• Sales
• Website Traffic
Copyright © 2011 Constant Contact, Inc.
WeWantMore!
Key InfluencersDonors
Members
Volunteers
ProspectsSuspectsDisinterested
Copyright © 2011 Constant Contact, Inc.
8
Audiences
Apply New Tools To The Cycle
Start with your passionate
customers and
interesting content
MarketingSocial Media
Marketing
Suspect
Customer
Fan Prospect
Event
Marketing
New tools have changed the game
Focus
is on Nonprofit
acquisition
Revenue is
generated by
repeat donors and
high value donors
Find
Convert
Keep
Find
Convert
Keep
Traditional Marketing Engagement Marketing
Copyright © 2011 Constant Contact, Inc.
4%
5%
10%
16%
20%
26%
27%
29%
40%
41%
44%
51%
51%
64%
88%
92%
0
0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500
MySpace
Meetup
Other
YouTube
Online surveys
Blogs
Telephone
Direct mail
Online advertising
Event Marketing
In person
Email marketing
Website
Important Tools for Marketing My Businessn=4,459, U.S. Small Businesses
New Tools Have Changed the Shape ofSmall Business Marketing
11
Source: Constant Contact 2010 Small Business Attitudes & Outlook Survey, Feb-Apr; 29% sole proprietor; 62% 1 to 25 employees; 9% over 25 employees
Find Social Media
Tool Important
51% Facebook
29% Blogs
27% LinkedIn
26% Twitter
16% YouTube
Copyright © 2011 Constant Contact, Inc.
Building Relationships Through Engagement Marketing
12
Copyright © 2011 Constant Contact, Inc.
Depth of Relationship
Events(Face-to-Face)
Email(Opt-in)
Social Media(Like / Follow / Connection)
Quotes
Forms of Permission: Attend an event | Opt-in with email address | Facebook Like | Twitter Follow | LinkedIn Connection
The Importance of Permission
13
Copyright © 2011 Constant Contact, Inc.
Permission Marketing is centered around obtaining customer
consent to receive information from a company or organization
Why is this valuable?
Permission = Consent
Permission = Intent
Permission = Anticipation
•Forms of Permission
Attendance at an Event
Opt-in with email address
Facebook Like
Twitter Follow
LinkedIn Connection
Event Marketing Prospect Study
14
Source: Constant Contact 2010 Small Business & Nonprofit Prospects Survey | July-Sept | n=3,663, U.S | 71% 0 - 10 employees | 29% 11 - 25 employees
Non-Profit Engagement• More active with events (43%) than B2B or B2C
• Events are more important to their success
• Have more events and more attendees per event
• Charge fees for more of their events
• Spend more time planning events, wider range of event types
• More interested in event tools
Reasons for Events• Non-Profits rely most heavily on educational events and Fundraising
Event Frequency
• Non-Profits: 31% 5 or less / year | 30% 6 – 10 / year | 25% 11 – 50 / year
Promoting Events• Event promotions: 7 methods for Non-Profits, 4 and 5 for B2B and B2C
• Email is the most cited promotion, other methods include WOM (65%), mailed invitations (47%), and phone calls (46%)
Managing Event Details• Nonprofits use 3.25 methods while B2B and B2C use an average of 2.5 methods
Social Media and Events• B2C’s are more likely to predict reliance on social media (45%) vs. Non-Profits (20%) and B2B’s (19%)
Event Pain Points• Non-Profits have slightly more difficulty with event notification responses
Copyright © 2011 Constant Contact, Inc.
Nonprofit Engagement
vs.
B2B and B2C
• More active with events
• Use more promotional tools
• More events with larger turnout
• More methods used to manage registration
• More likely to use an Event Marketing tool
Why events?
Copyright © 2011 Constant Contact, Inc. 15
59% of marketing professionals worldwide consider live events to
be the single most powerful tool in their arsenal
The International Experiential Marketing Association (www.ixma.org) / 2008
Event Marketing Is…
• Promoting your events to look
professional
• While capturing online
registrations and payments
with ease
• To working smarter by
tracking event progress
Copyright © 2011 Constant Contact, Inc. 16
Benefits of an Event Marketing Service
Copyright © 2011 Constant Contact, Inc. 17
• Promote
• Reinforce Brand identity
• Brings awareness to your events
• Encourage attendance
• Fill seats
• Social Proof
• Capture
• Know whose attending
• Collect fees in advance
• Track
• Reporting and results
• Keeps you organized
Copyright © 2011 Constant Contact, Inc. 18
Social Proof
The basic premise is that people will do things they see other people doing.
• In the case of events, showing a list of attendees during the registration process
can help drive attendance and fill seats at your events. People may recognize
attendees they know or want to know!
• In the case of surveys, it's your opportunity to reach out and get information, then
feed it back into the community or population. Each time you ask for someone to
take a survey, give back some of the survey information about what you're finding
out even while the survey is live.
• Social Proof gets people interested, involved, and excited.
Quotes
"I used your Event Marketing tool to promote a wine festival to
benefit charity. We ended up attracting 7800 attendees and
raising $150,000 for cancer research. With Constant Contact,
this cost me $30. If I’d done online registration with the other
guys, I (or my attendees) would have paid thousands of dollars
in fees - instead, that money is going to fight cancer. It was a no-
brainer to choose you."
– Roland David, Chesapeake Virginia Wine Festival
Customer Quote
Copyright © 2011 Constant Contact, Inc.
Chesapeake Virginia Wine Festival: Event Email
Copyright © 2011 Constant Contact, Inc. 20
"Message to registrants that talks about the weather forecast, provides links to documents that allow them to see who else will be attending, and gives a glimpse into the kinds of food that will be served."
Chesapeake Virginia Wine Festival: Event Email
Copyright © 2011 Constant Contact, Inc. 21
"Message to registrants that highlights the merchandise that is available for sale online at the event. All of the proceeds went to charity."
Chesapeake Virginia Wine Festival: Registration
Copyright © 2011 Constant Contact, Inc. 22
Online registration form
Copyright © 2011 Constant Contact, Inc. 23
Poi Dogs & Popoki: Event Marketing Campaign
Invitation
Registration
Homepage
6 Great Ways to Maximize Attendance at Your Event
Copyright © 2011 Constant Contact, Inc. 24
Face-to-face meetings are an effective way to build relationships and trust with your
customers. It’s the many intangibles you experience when interacting with people in the
same room that make hosting an event such a worthwhile effort.
* See next metrics slide on “RSVP Decline Reasons”
1. Consider Your Audience
* To maximize attendance, find the optimal date, time, and location.
2. Set Goals
There are three key questions to ask yourself:
a. What do you want to achieve by hosting this event?
b. What topics do your attendees want to see?
c. What will your attendees achieve by attending?
3. Send Personalized Emails
Personalized email invitations makes your event feel more special.
4. Include Social Media
Include social media should as part of the before, during, and after your event.
5. Make Registration Simple
Keep the registration form short and to the point. Ask only relevant questions and avoid asking for information you don’t
need. Collect fees during registration. There is plenty of evidence to show that the word "Free" may communicate a lack of
value!
6. Get Feedback with a Post-Event Survey
At the end of your event, seek feedback in the form of a post-event survey. This will surely help make your next event
even better.
Date / Time / Location are Key to a Successful Event
Copyright © 2011 Constant Contact, Inc. 25
NOTE: Data based on ~57K RSVPs
• ~60% of declines were due to date / time / location!
Event Marketing Questions?
Copyright © 2011 Constant Contact, Inc. 26
What is Social Media?
Copyright © 2011 Constant Contact, Inc. 27
Social Media refers to a collection of technologies. It enables
people to connect to one another via the internet in order to
discover and share useful information and… sometimes
mindless banter.
• Social media isn't a fad, it's a fundamental shift in the way we communicate!
What is Social Networking?
Copyright © 2011 Constant Contact, Inc. 28
Social Networks are groups of people or communities that
share a common interest. Social networking sites like Facebook
and LinkedIn are the places where these social interactions and
conversations take place.
What is Social Media Marketing?
Copyright © 2011 Constant Contact, Inc. 29
Social Media Marketing lets you purposefully tap into the conversations
happening online to promote your business, to engage with your
customers, and to drive word of mouth. Don’t forget, social media is just
technology, social media marketing is the process of using that technology
to connect with people and build meaningful relationships.
Social Media is Today’s WoM
Copyright © 2011 Constant Contact, Inc. 30
Ultimate goal of the Social Media Marketing is to get the people that matter to
your business or organization to connect, to engage, and to share your message
with their network of friends.
Before the days of the internet, we simply called this word of mouth marketing
75% of people are somewhat or highly likely to share content
they like online with friends, co-workers or family.
*CMB Consumer Pulse 2010 (n= 1504)
• If done thoughtfully, your fans take on this responsibility!
• Social Media Marketing is a business development activity
Social Media Landscape
Copyright © 2011 Constant Contact, Inc. 31
We’re going to focus on the three most likely to impact
your business: Facebook, Twitter, and LinkedIn.
Set Your Goals
Copyright © 2011 Constant Contact, Inc. 32
Before you begin using social media, you need to know what you are
trying to accomplish. Here are some of the goals that social media
marketing can help you achieve.
• Increasing Brand Awareness by informing customers and prospects about
who you are and what you can do for them
• Providing Great Customer Service by listening and responding to what your
customers are saying to you and about you
• Driving Sales by providing compelling offers that will inspire people to
participate and share with their friends to generate new customers
• Improving customer retention by developing relationships so that people
will know, like, and trust you.
Copyright © 2011 Constant Contact, Inc. 33
Who is on it? Over 500 million people! And most likely many of your
customers and prospects. Facebook’s user profile cuts across ages,
races, and locations making it the best known and most used social
network in the world.
What do they do there? Facebook makes it easy for people to share
news about their lives, photos, interesting articles, and mindless games
with their friends.
Why you should care? The sheer volume of Facebook usage makes it
important to know about, but more importantly, people are doing more
than connecting with friends, they are connecting with businesses and
non-profits and sharing the news, deals, and interesting content they get
from each other and from the organizations they connect with.
Chesapeake Virginia Wine Festival : Facebook Page
Copyright © 2011 Constant Contact, Inc. 34
Copyright © 2011 Constant Contact, Inc. 35
Who is on it? Twitter is ranked as one of the 10 most visited websites and
enables all types of people to share and consume information they find
interesting.
What do they do there? Twitter users post news, articles, promotions, and
jokes all in 140 character chunks. By “following” someone on Twitter you
can see all of their posts and easily share them with the people who “follow”
you. For many, Twitter is a great source of real-time news and insights about
the things that matter most to them.
Why you should care? Twitter gives brands a voice and is another fast and
easy way to share your messages and get feedback from your customers
and prospects in real time. And because it is so easy for messages to
spread quickly, Twitter can bring your message to new audiences that you
might not be able to find through traditional marketing.
Copyright © 2011 Constant Contact, Inc. 36
Who is on it? LinkedIn is the most widely used social network for connecting
people professionally (e.g., based on their business profile, not their personal
life.)
What do they do there? LinkedIn users create professional connections based
on their interests and experience, often participating in group discussions
relating to their industry or areas of expertise.
Why you should care? LinkedIn is a great way to create professional
connections that can give you ideas and advice for running your business and
help spread the word about the value you are providing to your customers.
Social Media Marketing Questions?
Copyright © 2011 Constant Contact, Inc. 37
Copyright © 2011 Constant Contact, Inc. 38
Email Marketing Is Not…
Junk email
Unsolicited and unwanted email
Email from an unknown sender
Dubious opt-out (if any)
Why Email?
Copyright © 2011 Constant Contact, Inc. 39
1 Sources: eMarketer
2 Forrester Research, Inc.
3 Direct Marketing Association
Almost everyone your business
needs to reach reads email
It’s Cost-effective: Direct Mail vs.
91% of Internet users between the ages of
18 and 64 send or read email 1For the same response, direct mail costs 20
TIMES as much as email 2
An even higher number of users ages 65 or
older do the same 1Email ROI is the highest when compared
to other internet marketing mediums 3
147 million people across the country use
email, most use it every day. 1
Email Marketing Is…
• Delivering professionalemail communications
• To an interestedaudience
• Containing information
they find valuable
Copyright © 2011 Constant Contact, Inc. 40
Benefits of an Email Marketing Service
Copyright © 2011 Constant Contact, Inc. 41
Email marketing services automate best practices:
• Provide easy-to-use templates
• Reinforce brand identity
• Email addressed to recipient only
• Manage lists
• Include social share
• Include Join My Mailing List (JMML)
• Include social media sign up icons
• Improve email delivery and tracking
42
Email Basics Checklist
Ask yourself before you begin email marketing…
• Do repeat and referral customers help your business?
• Do you have a plan for delivering multiple communications?
• Is your audience interested in your message?
Is it valuable to them?
• Can you make your emails look professional and reflect
your brand?
• Do you have an Email Service Provider to help
manage your strategy?
Copyright © 2011 Constant Contact, Inc.
Copyright © 2011 Constant Contact, Inc. 43
Email Tracking CodeESP Interaction
+
How Tracking Works
Chesapeake Festival: Monitor the Impact
Copyright © 2011 Constant Contact, Inc. 44
Chesapeake Virginia Wine Festival: Email Marketing
Copyright © 2011 Constant Contact, Inc. 45
Chicago Humanities Festival : Email Marketing
Copyright © 2011 Constant Contact, Inc. 46
Chicago Humanities Festival: Email Marketing Results
Copyright © 2011 Constant Contact, Inc. 47
Email Marketing Questions?
Copyright © 2011 Constant Contact, Inc. 48
Online Survey Is…
• Collecting feedbackabout your business
• To improve your product
and services
• From an interestedaudience
Copyright © 2011 Constant Contact, Inc. 49
Benefits of an Online Survey Service
Copyright © 2011 Constant Contact, Inc. 50
Online survey services automate best practices:
• Provide easy-to-use templates
• Reinforce brand identity
• Manage lists
• Reporting and results
Best Practices of an Online Survey
Copyright © 2011 Constant Contact, Inc. 51
• Keep you surveys short
• Response rate decreases as the length increases
• Try to keep it 10 minutes or less
• Segment your lists to avoid burnout
• This will help you achieve a better response
• Good questions help meet the objective
• Ask what you need to know, not what you want to know
• Resist the temptation of "Just one more question"
• Every question should support to your objective
Chesapeake Virginia Wine Festival: Survey
Copyright © 2011 Constant Contact, Inc. 52
Chesapeake Virginia Wine Festival: Survey
Copyright © 2011 Constant Contact, Inc. 53
Chicago Humanities Festival: Survey
Copyright © 2011 Constant Contact, Inc. 54
Chesapeake Virginia Wine Festival: Survey
Copyright © 2011 Constant Contact, Inc. 55
Chicago Humanities Festival: Survey Results
Copyright © 2011 Constant Contact, Inc. 56
Survey Questions?
Copyright © 2011 Constant Contact, Inc. 57
Appendix
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See additional pages
Resources – Local Seminars
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We're in your neighborhood and we're here to help you.
http://www.constantcontact.com/local/index.jsp
More Resources
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Live & Recorded Webinars
http://www.constantcontact.com/learning-center/webinars/live/index.jsp
Product Tutorials
http://www.constantcontact.com/learning-center/tutorials-guides/index.jsp
Constant Contact Blogs
http://blogs.constantcontact.com/commentary/
Hints & Tips
http://www.constantcontact.com/learning-center/hints-tips/index.jsp