Where Efficiency Meets Affinity
Supporter Experience is the perception of your organisation that has been formed by supporters based on interactions across all touchpoints, people, and technology over time. We can be the catalyst to enhance your organisation’s impact by understanding designing & improving experiences across the entire supporter relationship. Cross-functional collaboration, organisational structure & culture are key enablers to achieving this successfully.
In a digital era of rising expectations and acquisition costs, it is more imperative than ever to build an emotional connection with your supporters to maximise lifetime value, while also seeking operational efficiencies that are mutually beneficial.
Supporter Experience & Engagement Strategy
Don’t limit your SX understanding to donor care.
Supporter engagement strategy is our bread and butter.
Because supporter journeys – and the data and tech behind them – cannot be successfully executed in a vacuum
We draw on the CX Academy strategy framework to audit & drive the fundamentals & enablers to optimise your supporter & stakeholder experience.
We understand that these principles must be pragmatically applied in nonprofit organisations where resource is tight.
We will help you to identify quick wins and a roadmap to future aspirations.
SX Journey Workshops
Our powerful and unique Supporter Experience workshop unleashes over two decades of cross-sectoral experience. Our approach is informed by best practice CX frameworks, specifically adapted for application in the nonprofit sector.
We will convene your key leadership & operational stakeholders to take time out to walk in the shoes of the donor. Together, we will collaborate to create a detailed journey map of pre-selected personas across multiple touchpoints. We will capture the As Is landscape while categorising & prioritizing Future State opportunities across People, Process Technology.
Our approach draws heavily on the ying and the yang of Supporter Experience. On the one hand, we lean heavily into LEAN Six Sigma principles that drive efficient business processes. On the other, we have a strong emphasis on the emotional impact and root the work in the supporter’s perspective.
Supporter Experience is NOT interchangeable with Donor Care. This workshop can be a critical step in engaging and driving ownership and supporter-centric culture across your organisation, from the top down. Physical outputs aside, significant value of this 3 hour workshop lies in cross-functional education and engagement.
Supporter Journey Content
Our SX workshops highlight lots of opportunities to optimise your supporter journeys – from procedures and CRM requirements to, cross functional roles & responsibilities. They also often highlight a capacity gap in developing content for engaging supporter journeys. This is why we regularly collaborate with our associates at Thrive Marketing to take your journeys from concept to execution. The teams support creative development, strategic messaging, and content production to strengthen your emotional connections with supporters.
So many charities find it challenging to carve out the time to design content outside of critical fundraising appeals. This package will give you the headstart you need to optimise the content element of your supporter experience plans. Together we can design a story arc and associated content for your most valuable donor segments.
Journey content will be delivered for recommended intervals throughout the year, including onboarding, non-financial asks, data enrichment opportunities, impact communication, right through to the next donation ask and beyond. If you need specific content designed around reactivation, upgrade or conversion campaigns we can help you with that too.
We work flexibly to meet your specific content needs, potentially spanning email, letters, SMS and even thank you cards and telephone scripts. Messaging will be aligned with your organisational tone and values and grounded in solid supporter insight.
Content & Execution Support
The HX Consultancy provides strategic mentoring on fundraising, supporter experience and CRM/data strategy, but many organisations require additional support in translating strategic recommendations into public‑facing campaigns and ongoing marketing activity.
With fundraising operations, insight and supporter experience. foundations established, we reguarly draw in our associates at Thrive Marketing to support executional marketing and campaign delivery. Thrive Marketing offers a comprehensive suite of marketing services including strategy development, campaign execution, brand work, digital and event management, and ongoing “always‑on” communications support.
With your strategic direction set, Thrive can act as your delivery partner, providing campaign planning, creative rollout, digital execution, event support, and team training. If it’s specifically digital fundraising campaigns you’re after, The HX Consultancy also regularly partners with Andrew Parle at Social for Good. Click here to find out more about The HX Associates, or Get in touch to find out more.
Supporter Voice Package
Our Supporter Experience Workshops seek to leverage existing donor materials and stories within the organisation. And we combine this with a deep dive on your organisational values and mission to create a Supporter Promise. This is essentially an internal mantra or tagline that unites donor and internal intentions around a common goal, driving cross-functional collaboration… But how can you bring this to life after we’re gone?
In partnership with Thrive Marketing, we will design the right bespoke package for your organisation, which can include:
- Supporter Voice newsletter templates and content
- Supporter Promise wall decals for prominent office placement
- Production of supporter testimonials & voxpops for internal and external use
- Environmental placement of supporter photos & stories
- Internal comms email or intranet templates
- Supporter stories and case study representations
- Creative options using e.g. inexpensive projection and videos
- Ways of bringing the supporter to life in hybrid working environments
If you would value additional support to amplify your supporter voice, we work with partners at Thrive Marketing to bring this to life through a number of creative means. The team specialise in creative content, brand expression, and storytelling, making us the perfect team to design, produce and roll out these materials across video, print, digital and internal channels.
Win-win of Enhanced Donor Experience
Mutual benefits of blending hard and soft approaches
Non Profit Benefits
Compliance & risk
Operational efficiency
Pain free reconciliation
Employee engagement
Life time value & ROI
Donor Benefits
Seamless onboarding & thanking
Relevant & engaging content
Appropriate channels
Affirmation of impact
Loyalty to your cause
Donor Loyalty – Soft
Trust & transparency
Emotional proximity
Affinity with mission
Valued & appreciated
Advocacy on your behalf
Donor Development – Hard
Excellence in donor care
Conversion, upgrade, cross-sell
Data and metric-driven
Targeted campaign
Automated donor journeys
Splash