planning for the long haul maximizing donor …...of keeping your donors for life, roger craver why...
TRANSCRIPT
![Page 1: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/1.jpg)
PLANNING FOR THE LONG HAUL: MAXIMIZING DONOR RETENTION WITH YOUR ANNUAL DEVELOPMENT PLAN
Association of Donor Relations Professionals Los Angeles Regional Workshop 2018
Cassie R. Carter, Ph.D., Senior [email protected]
![Page 2: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/2.jpg)
2014 AFP’s Fundraising Effectiveness Survey
afpfep.org
“TAKING POSITIVESTEPS TO REDUCE GIFT AND DONOR LOSSES IS THE LEAST EXPENSIVE STRATEGY FOR INCREASING NET FUNDRAISING GAINS.”
![Page 3: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/3.jpg)
3
PLANNING FOR THE LONG HAUL
2 What are your tools?
1Remind us of what we know – donor
engagement is a top focus
3Leveraging tools with an eye to
maximizing donor engagement
4 Building a plan
Starting with the end in mind…..
![Page 4: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/4.jpg)
IDEAL DONOR LIFECYCLE
![Page 5: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/5.jpg)
A FEW THINGS ABOUT NEW DONOR RETENTION
The hardest donor to renew is a first time donor
• Typical renewal rates are 15 to 35 %
• Median rates are 20-23%
• Goal to strive for: 40-45% overall
• Major donor renewal rates often over 50%
![Page 6: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/6.jpg)
Numbers Matter, But They Don’t Tell Us How to Build Donor Loyalty
![Page 7: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/7.jpg)
RETENTION FUNDRAISING: THE NEW ART AND SCIENCE OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER
Why donors leave:
• Feel unknown by the organization
• Poor customer service
• Inconsistent messages
• Too much communication
• Lack of information
• Lack of two-way dialogue
• Irrelevant communications
![Page 8: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/8.jpg)
YOUR “MUST HAVES” TO KEEP YOUR DONORS
• Donor perceives organization effective in achieving mission
• Donor knows what to expect from organization with each interaction
• Donor receives timely thank yous
• Donor receives opportunities to make views known
• Donor is given feeling they are part of important cause
• Donor feels involvement is appreciated
• Donor receives information showing who is being helped
![Page 9: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/9.jpg)
9
BUILDING YOUR ANNUAL PLAN
2 Your Tools – Elements of the Plan
1 Goal Setting
3 Considering Return on Investment
4 Leveraging Timing and Structure
Starting with the end in mind…..
![Page 10: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/10.jpg)
GOAL SETTING
10
How do you tie these goals together to advance your mission through donor retention?
Awareness of
organization
Participation of
stakeholders
Financial needs of the organization
Development goals should strategically address:
![Page 11: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/11.jpg)
GOAL SETTING
11
LONG-TERMInvesting in strategies that pay off over
time to carry out the organizational strategic mission
SHORT-TERMDollars in the
door for that FY
FINANCIAL GOALS
![Page 12: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/12.jpg)
GOAL SETTING
12
What are you fundraising for?Can you articulate this simply?
Advancing/growing
programs
How are your financial goals determined?
Based on last year’s goals and success
Building towards a specific
project/campaign
Expectations/desires from leadership
![Page 13: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/13.jpg)
GOAL SETTING
ORGANIZATIONAL POSITIONING GOALS =
marketingawareness
enhanced imageattracting new supporters
engaging current supporters
Participation and Awareness
![Page 14: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/14.jpg)
14
What are your tools?
First…
![Page 15: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/15.jpg)
WHAT ARE YOUR TOOLS?
EVENTS STEWARDSHIP
FOUNDATION GRANTS
What is the purpose and ROI of each?How do you leverage these activities to attract and keep
donors?
CORPORATE SPONSORSHIPS
PLANNED GIFTSMAJOR GIFTS
![Page 16: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/16.jpg)
$0.00
$0.10
$0.20
$0.30
$0.40
$0.50
$0.60
$0.70
$0.80
PLAN WITH THE RIGHT TOOLS
![Page 17: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/17.jpg)
0%
200%
400%
600%
800%
1000%
1200%
1400%
1600%
1800%
2000%
KNOW WHAT TO EXPECT FROM YOUR TOOLS
![Page 18: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/18.jpg)
18
Who are your stakeholders?
But really – this is first…
![Page 19: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/19.jpg)
Program participants
/alumni
Community members, friends, interested parties
Families of participants
Corporations and
Foundations
For each stakeholder group there will be a different reason to support your organization –
your donor strategy is tied to those reasons.
![Page 20: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/20.jpg)
WHY DO PEOPLE GIVE?
DONOR SEGMENTS
Hope Consulting, Money for Good, May 2010
![Page 21: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/21.jpg)
USE YOUR TOOLS TO BUILD YOUR PIPELINE
Participation
Active Involvement
Increasing Commitment
Long-Term Investment
![Page 22: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/22.jpg)
MOVE YOUR DONORS UP THE PIPELINE WITH THE DONOR CYCLE
![Page 23: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/23.jpg)
WHAT DO YOU EXPECT FROM TH ELEMENTS OF YOUR PLAN?
Let’s set an annual goal to raise $500,000 – how do you get there?
![Page 24: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/24.jpg)
STRATEGY BEHIND EACH ELEMENT
TOOL: ANNUAL GIVING
WHY ANNUAL GIVING?
WHAT, WHEN, WHY? WHERE DOES ANNUAL GIVING FIT INTO YOUR GOALS?
HOW DO YOU USE THIS FOR ENGAGEMENT?
![Page 25: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/25.jpg)
STRATEGY BEHIND EACH ELEMENTTOOL: EVENTS
WHY EVENTS? HOW DO EVENTS FIND AND KEEP DONORS?
WHAT ARE THE RISKS WITH EVENTS?
![Page 26: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/26.jpg)
STRATEGY BEHIND EACH ELEMENTTOOL: MAJOR AND PLANNED GIVING
WHY MAJOR AND PLANNED GIVING?
WHAT ARE THE CHALLENGES?
WHAT IS THE ROI?
HOW IS THIS DONOR ENGAGEMENT?
![Page 27: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/27.jpg)
STRATEGY BEHIND EACH ELEMENTTOOL: CORPORATE GIVING
WHY CORPORATE GIVING?
HOW IS THIS PART OF DONOR ENGAGEMENT?
WHAT DO CORPORATIONS TEACH US ABOUT STEWARDSHIP?
![Page 28: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/28.jpg)
STRATEGY BEHIND EACH ELEMENTTOOL: FOUNDATION GIVING
WHY FOUNDATION GIVING?
WHAT IS THE ROI? WHAT DO YOU NEED TO IMPLEMENT?
![Page 29: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/29.jpg)
LEVERAGING TIMING AND STRUCTURE
Plan the work, work the plan.
![Page 30: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/30.jpg)
30
Focus on your goals, bandwidth, and ROI
TIMING AND STRUCTURE
![Page 31: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/31.jpg)
ROUGH OUT YOUR PLAN
GoalsGOAL (financial and organizational)
Key Objectives
KEY BENCHMARKS to accomplish goals
January February March April May June July August September October November December
Annual Giving
Events
Outreach
Stewardship
Major Gifts
Corporate/ Foundation Proposals
![Page 32: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/32.jpg)
VALUING SUPPORT ACTIVITIES AS A STRATEGY
Julie Dixon and Denise Keyes, “The Permanent Disruption of Social Media,” Stanford Social Innovation Review (SSIR), Winter 2013
![Page 33: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/33.jpg)
STRATEGIES THAT WORK – BUILDING LOYALTY AND RETENTION
• Build a culture of philanthropy: everyone equipped to answer donor
questions
• Metrics drive action: track upgrades, downgrades, lapsed, gift size,
and first gifts
• Remind donor of history: “Your tradition of giving started in 2010”
• Share the impact donors helped to create
• Implement donor welcome packages and calls
![Page 34: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/34.jpg)
STRATEGIES THAT WORK – BUILDING LOYALTY AND RETENTION
• Focus team on stewardship of first time donors at all levels
• Offer experiences that matter to donors - awareness tours
• Segment by program interest area, not mode of giving (event, mail, etc.)
• Ask corporate donors what recognition they want; one size does not fit all
![Page 35: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/35.jpg)
A DELIBERATE BUT NIMBLE PLAN,FOCUSED ON GOALS,INVOLVING THE ENTIRE ORGANIZATION,WILL BUILD LASTING SUCCESS…
Data-driven plans inform strategy and
donor engagement
Simple messages that
focus on impact, and can
be used throughout the
year
Build in high and low touch
activities to keep donors
engaged
Plan activities by defining your goals, leverage
existing resources
Keep your eye on the target,
tweak and refine but stick
to the plan
![Page 36: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/36.jpg)
LASTING MOMENTUM:THE VALUE BEHIND A PLAN
StewardshipTouch Points
Grow Your Base
Increase Visibility
Sustain
![Page 37: PLANNING FOR THE LONG HAUL MAXIMIZING DONOR …...OF KEEPING YOUR DONORS FOR LIFE, ROGER CRAVER Why donors leave: •Feel unknown by the organization •Poor customer service •Inconsistent](https://reader034.vdocuments.us/reader034/viewer/2022050603/5faab6e4e56f3f1d5862c9a9/html5/thumbnails/37.jpg)
CAMPBELL & COMPANY - WESTERN REGION
Los Angeles | Orange County | San Diego |San Francisco
(877) 957-0000 Ext. 2995 | [email protected]
For a copy of this presentation and handouts, please emailCassie Carter at [email protected]
THANK YOU