1 / 26

Donor Centered Fundraising: Maximizing Donor Satisfaction and Retention

Learn the principles and best practices of donor centered fundraising to effectively acquire, retain and steward your donors. Discover the strategies for sustainable fundraising and how to communicate impact to donors.

sandrad
Download Presentation

Donor Centered Fundraising: Maximizing Donor Satisfaction and Retention

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Donor Centered Fundraising Presented by: Sonya Campion, CFRE The Collins Group Based on the research and principles of Penelope Burk: Donor Centered Fundraising -- Penelope Burk, Cygnus Applied Research, 2003 www.donorcentered.com

  2. Five Assumptions for today 1) Money, people, and fundraising are changing – know the facts and how they apply to you 2) We have to get past the same 10 people 3) We have to raise money smarter, be more cost-effective, and keep the donors we have 4) This is a profession: We know what works – don’t mess around 5) Donors aren’t asking for much…just good manners before you hit them up again

  3. Sustainable Fundraising: what it is and what it isn’t • 89% of American give • But we are losing 90% • 50 % drop off rate after first gift • 30% after second gift • and so on…

  4. Sustainable Fundraising • Cost-effective and transparent • Acquisition vs. sustaining • It costs 6x more to acquire a new donor than to sustain a current one • Best Practices: • Strategic plan = organizational efforts = fundraising plan • Bottom line: Donors need to know what their money is making possible

  5. Our Approach to Today

  6. Donor Centered Fundraising • Everybody thinks they are a major donor! • Donor Centered Fundraising-- Penelope Burk, Cygnus Applied Research, 2003 www.donorcentered.com

  7. Donor Centered Fundraising “Puts satisfying donors’ need for meaningful communication at the top of the agenda” – Penelope Burk, Donor Centered Fundraising

  8. Paradigm Shift • How we [need to] view them: • A partner in our mission: they have the money, we have the program. We both need each other. • How they view us: • “People give to organizations that meet needs, not because they have needs.” • Kay Sprinkel Grace, Beyond Fundraising

  9. Current Fundraising: A Vicious Cycle • Strong direct mail response rates are between .5 - 1% • On average, 50% of new donors do not renew • Within five years, 90% will have stopped giving • Reminder: It costs 6x more to acquire than renew a donor • More work, less to show for it, expensive fundraising Source: Donor Centered Fundraising, Penelope Burk

  10. Donors Don’t Stop Giving • They stop giving to you • 86% of all households give • Average donor supports 10+ organizations • Over 34% of donors support 20+ organizations • Of these, they really value three to four • If you fail to meet their expectations, they will go elsewhere Source: Donor Centered Fundraising, Penelope Burk

  11. How Regular Donors Must Feel Bummer of a birthmark Hal…

  12. Why Donors Stop Giving To You • Poor or lack of information (46%) • Mismanagement of funds (37%) • Multiple solicitations (38% turned off – 28% not likely to give again) • No progress in mission (28%) • High overhead (15%) • Negative media (14%) • Aggressive fundraising (12%) • Other causes (10%) Source: Donor Centered Fundraising, Penelope Burk

  13. What All Donors Want(BEFORE you ask them again!) 1) Prompt acknowledgement that the gift was received • Two weeks from receipt of the gift 2) Confirmation that the money was used in the way they intended it to be used (information) 3) Updates on progress made because of the donation (information) Charities that provide these three things are “donor centered”

  14. Donor Centered Fundraising “Donor centered fundraising puts satisfying donors’ need for meaningful information at the top of the agenda, enhancing donor communication, with intermittent recognition designed to reflect the unique aspects of the individual charity.” Penelope Burk Donor Centered Fundraising

  15. What if You Give Donors What They Want? • 93% of donors say they would definitely or probably give again • 74% would continue to give continuously • 64% would give more Source: Donor Centered Fundraising, Penelope Burk

  16. Communicating Impact • 55% of donors do not receive information on the measurable impact of their donations • 65% of donors don’t read newsletters • Content • Too long • No time • Getting 20 newsletters, 4x/year 8 pages each!

  17. Communicating Impact • 68% would prefer one-page updates of progress • Nearly half would like to receive info by email • 77% enjoy receiving invitations to visit charities they support to see work firsthand Source: Donor Centered Fundraising, Penelope Burk

  18. Stewardship…how hard can it be?

  19. Three Kinds of Recognition • Acknowledgement • Communication of results • Recognition Donors want # 1 & 2 Non-profits spend their time on #3

  20. The Power of Personal Thanks • 95% would be very appreciative if a member of the Board of Directors called them within a day or two of receiving their gift to just say thanks • 85% would support again • 86% would give more

  21. Saying Thanks • Personalized • Hand signed • Acknowledges prior giving or volunteer work • Sincerely communicates excitement & gratitude • Indicates when a progress update will be given to the donor and how • Contact information included • Two paragraphs maximum (first line most important!) • If appropriate, hand-written

  22. How Not to Say Thanks • Send a pre-printed post card • Ask for more money • Continue to “sell” the cause • Send an obvious form letter • Misspell the donor’s name • Send a letter with spelling and grammar errors • Focus on the IRS tax language • Send the letter more than two weeks after the gift

  23. Recognition • 90% want to be asked before their name is made public as a donor • Most effective recognition according to donors • Thank you letter 78% • Name in newsletter 32% • Name in annual report 31% • Recognition event 30% • Donor club/honor roll 25% • 86% dislike tokens (fridge magnets, etc.) Source: Donor Centered Fundraising, Penelope Burk

  24. Case Study:Canadian Paraplegic Association • Board members called 1 in 10 new mail donors • Results over five subsequent mail appeals • Test group gave 39% more than control group • After 14 months, average gift was 42% higher than control group • 4% indicated a desire to learn more about major giving opportunities in phone calls

  25. Giving donors community “Never doubt that a small group of thoughtful people can make a difference, in fact it is the only thing that ever has.” ~Margaret Mead

  26. Bottom line: We are going to have to grow a new base of donors every year if we want to survive (which no one has the resources to do) or We can give ‘em what they want

More Related