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.
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