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Face-­‐to-­‐Face  Fundraising:  
Best  Practices  &  New  
Initiatives  
4/20/16  
Noon  Eastern  
The  presentation  will...
3
This  presentation  is  being  recorded!  

The  recording  and  slides  will  be  emailed  to  you.  
Please  chat  in ...
3
https://bloomerang.co/demo/video
3
Our  guest  presenter  »
Daryl  Upsall,  FInstF  
33+  years  with  over  230  nonprofits  in  
62  countries.  
Intl.  ...
© Daryl Upsall & Associates SL 1
FACE TO FACE FUNDRAISING: BEST PRACTICE
& NEW INITIATIVES
Daryl Upsall FInstF
Daryl Upsal...
© Daryl Upsall & Associates SL 2
Hei
© Daryl Upsall & Associates SL 3
DARYL UPSALL FInstF
• Daryl Upsall is an internationally renowned
fundraising leader with...
© Daryl Upsall & Associates SL 4
OUR GROUP OF COMPANIES
• Daryl Upsall & Associates, The Fundraising Company,
Internationa...
© Daryl Upsall & Associates SL 5
THIS SESSION
Love it or hate it, F2F
fundraising represents an
estimated $1 billion USD i...
© Daryl Upsall & Associates SL 6
ActionAid UK
© Daryl Upsall & Associates SL 7
WHERE IT ALL BEGAN...AND CONTINUES
• Started 20 years ago in
Austria by Greenpeace
and Di...
© Daryl Upsall & Associates SL 8
FACE TO FACE WORLDWIDE
© Daryl Upsall & Associates SL 9
LEXICON OF F2F FUNDRAISING
What are we talking about – the tool?
• Face to face (F2F)
• D...
© Daryl Upsall & Associates SL 1010
LEXICON OF F2F FUNDRAISING
What are we talking about – the people?
• Fundraisers
• Fac...
© Daryl Upsall & Associates SL 11
LEXICON OF F2F FUNDRAISING
What are we NOT talking about?
• Major donor fundraising
• Ca...
© Daryl Upsall & Associates SL 12
UNHCR Thailand
© Daryl Upsall & Associates SL 13
WHO DOES IT WORK FOR?
• Every NGO, but the more
emotive the cause, cancer,
kids, and ani...
© Daryl Upsall & Associates SL 14
© Daryl Upsall & Associates SL 15
Save the Children UK
© Daryl Upsall & Associates SL 16
WHERE IS FACE TO FACE FUNDRAISING?
• Street
• Door to Door
• Events
• Parks
• Inside sho...
© Daryl Upsall & Associates SL 17
WHERE IS FACE TO FUNDRAISING?
• Workplace
• Malls
• Airports
• Metros
• Hospitals
• Tran...
© Daryl Upsall & Associates SL 18
Save the Children South Africa and Korea
© Daryl Upsall & Associates SL 19
TYPES OF F2F MODEL
In house Agency/outsourced
Hybrid Volunteer… really?
© Daryl Upsall & Associates SL 20
EVER CHANGING WORLD OF F2F SUPPLIERS…
© Daryl Upsall & Associates SL 21
KNOW YOUR F2F KPIS
– WHAT TO MEASURE AND WHY
© Daryl Upsall & Associates SL 22
WHAT’S A KPI?
KEY PERFORMANCE INDICATOR
© Daryl Upsall & Associates SL 23
WHAT’S A F2F KPI?
Sign up rate
Fulfilment rate
Attrition rates
Average gift
Cost per don...
© Daryl Upsall & Associates SL 24
SIGN UP RATE
Per hour
Per day
Per shift
Leads
Per hour
Per day
Per shift
Donors
© Daryl Upsall & Associates SL 25
DIFFERENCES...
Paying for time
• Your sign up rate
determines your cost per
contact/lead...
© Daryl Upsall & Associates SL 26
FULFILMENT
Fulfilment: Occurs only when those
who have agreed to become a pledge
donor a...
© Daryl Upsall & Associates SL 27
So, do you really have a new
F2F donor?
• When she has said yes on the
street?
• When sh...
© Daryl Upsall & Associates SL 28
ANY QUESTIONS?
© Daryl Upsall & Associates SL 29
=
SO WHERE IS FACE TO FACE RIGHT NOW?
© Daryl Upsall & Associates SL 30
30
1. Media, public and regulator negativism
2. More diversity - away from the street
3....
© Daryl Upsall & Associates SL 31
© Daryl Upsall & Associates SL 32
© Daryl Upsall & Associates SL 33
© Daryl Upsall & Associates SL 3434
USING FACE TO FACE/DOOR TO DOOR
FUNDRAISING TO BUILD A POSITIVE PUBLIC
PROFILE
• Physi...
© Daryl Upsall & Associates SL 35
POSITIVE PRE- CAMPAIGN MEDIA
- UNICEF SPAIN
“Excuse me, would you
like to become a
membe...
© Daryl Upsall & Associates SL 36
© Daryl Upsall & Associates SL 37
Save the Children UK
© Daryl Upsall & Associates SL 38
Save the Children UK
© Daryl Upsall & Associates SL 39
© Daryl Upsall & Associates SL 40
HONG KONG F2F MONTHLY GIVING ALLIANCE
© Daryl Upsall & Associates SL 41
ANY QUESTIONS?
© Daryl Upsall & Associates SL 42
DIVERSIFICATION OF LOCATIONS
AND PRESENCE
© Daryl Upsall & Associates SL 43
43
DIVERSIFICATION
© Daryl Upsall & Associates SL 44
44
DOOR TO DOOR (D2D)
Benefits
• Audience segmentation
• Higher average donor age
• Data...
© Daryl Upsall & Associates SL 45
45
DOOR TO DOOR (D2D)
Challenges
• Specific housing and
demographic issues
• Security co...
© Daryl Upsall & Associates SL 46
46
PRIVATE SITES
Corporate
Retail
Events
© Daryl Upsall & Associates SL 47
Benefits
• Audience segmentation (eg B2B, airport
venues, etc.)
• Access to multiple sit...
© Daryl Upsall & Associates SL 48
• Challenges
• Restricted access to sites (resource
intensive booking process)
• Potenti...
© Daryl Upsall & Associates SL 49
ROAMING TEAMS
49
• Access to new audiences
• Higher productivity
• Motivating for fundra...
© Daryl Upsall & Associates SL 50
OUT WITH THE OLD!
© Daryl Upsall & Associates SL 51
HOUSTON GALLERIA WORLD VISION US
IN WITH THE NEW!
© Daryl Upsall & Associates SL 52
SAVE THE CHILDREN - BOSTON
© Daryl Upsall & Associates SL 53
WORLD VISION SEATTLE 2012 –FOCUSED
ON MICRO LOANS
© Daryl Upsall & Associates SL 54
HEART & STROKE FOUNDATION
- CANADA
© Daryl Upsall & Associates SL 55
© Daryl Upsall & Associates SL 56
WORLD VISION SEATTLE FOCUSED ON GIFT
CATALOGUE
© Daryl Upsall & Associates SL 57
FACE TO FACE FUNDRAISING TODAY… AND
TOMORROW?
© Daryl Upsall & Associates SL 58
© Daryl Upsall & Associates SL 59
© Daryl Upsall & Associates SL 60
© Daryl Upsall & Associates SL 61
© Daryl Upsall & Associates SL 62
62
MORE INTERACTIVE
AND ENGAGING APPROACH
© Daryl Upsall & Associates SL 63
10kg
5k
g
normal 1-year old child
malnutrition 1-year old child
Comparing weight, mid-up...
© Daryl Upsall & Associates SL 64
F2F TOTAL ENGAGEMENT…IN BRAZIL
64
© Daryl Upsall & Associates SL 65
© Daryl Upsall & Associates SL 66
© Daryl Upsall & Associates SL 67
© Daryl Upsall & Associates SL 68
© Daryl Upsall & Associates SL 69
ANY QUESTIONS?
© Daryl Upsall & Associates SL 70
© Daryl Upsall & Associates SL 71
VIRTUAL REALITY
– WELCOME TO THE FUTURE!
71
© Daryl Upsall & Associates SL 72
© Daryl Upsall & Associates SL 73
FROM THEN…
73
…TO NOW.
© Daryl Upsall & Associates SL 74
WHAT’S THE TECHNOLOGY?
© Daryl Upsall & Associates SL 75
WHAT’S THE KIT?
$200
$2-$5
$100
$8-$20
+
© Daryl Upsall & Associates SL 76
BACK TO REALITY….VIRTUALLY
© Daryl Upsall & Associates SL 77
LET ME INTRODUCE YOU TO SIDRA…
77
© Daryl Upsall & Associates SL 78
SO HOW CAN SIDRA HELP US
TO HELP CHILDREN LIKE HER?
78
© Daryl Upsall & Associates SL 79
VIRTUAL REALITY…MAKING A DIFFRENCE
This experience has
opened us doors to make
recruitme...
© Daryl Upsall & Associates SL 80
80
“This is a first for street fundraising.
These immensely powerful images
transport yo...
© Daryl Upsall & Associates SL 81
“This is a first for street fundraising.
These immensely powerful images
transport you i...
© Daryl Upsall & Associates SL 82
HOW COULD YOU USE A VR EXPERIENCE?
82
• Where?
• Who?
• How?
• What else?
© Daryl Upsall & Associates SL 83
ANY QUESTIONS?
© Daryl Upsall & Associates SL 84
FOCUS ON DONOR LOYALTY AND
DEVELOPMENT
© Daryl Upsall & Associates SL 85
donors
BUT WE HAVE A PROBLEM...
© Daryl Upsall & Associates SL 86
RETENTION IS THE NEW ACQUISITION. CUSTOMER
SERVICE IS THE NEW MARKETING. - JOE CONNELLY
© Daryl Upsall & Associates SL 8787 87
F2F WELCOME CALL
• Thanks the donor again
• Reinforces the charity message
• Lets d...
© Daryl Upsall & Associates SL 88
DONOR COMMUNICATIONS
How a new committed
donor is approached and
recruited is a key
dete...
© Daryl Upsall & Associates SL 8989
KEY FACTORS - ENGAGING DONORS
• Sending the right
communications
• At the right freque...
© Daryl Upsall & Associates SL 90
DONORS RESPOND DIFFERENTLY…
..SO NEED TO BE TREATED DIFFERENTLY
• Direct mail/press adve...
© Daryl Upsall & Associates SL 91
DONOR COMMUNICATIONS
Face to face recruited
donors normally are not
interested in printe...
© Daryl Upsall & Associates SL 92
DONOR COMMUNICATIONS
&“TOUCH POINTS”
Research across 100s of
NGOs in many countries
cons...
© Daryl Upsall & Associates SL 93
CALLING DONORS
93
Benefits:
• Data validation (financial,
e-mail, phone, address)
• Quic...
© Daryl Upsall & Associates SL 94
LISTEN & OFFER CHOICE
Listen
• Encourage donors to call,
write, blog etc – but make
sure...
© Daryl Upsall & Associates SL 95
THANK YOU – MEMBER GET MEMBER
• 4 months into the donor relationship
• Call just to than...
© Daryl Upsall & Associates SL 96
THANK YOU
– MEMBER GET MEMBER CALL
• Normally 20% give names and telephone
numbers of 2 ...
© Daryl Upsall & Associates SL 97
THANK YOU – MEMBER GET MEMBER
• 4 months into the donor relationship
• Call just to than...
© Daryl Upsall & Associates SL 98
MAXIMISING DONOR LIFETIME VALUE
INVOLVEMENT HIGHLOW
Awareness Interest
Engagement
Commit...
© Daryl Upsall & Associates SL 99
THE AIM IS DONOR LIFETIME ENGAGEMENT
INVOLVEMENT HIGHLOW
Awareness Interest
Engagement
C...
© Daryl Upsall & Associates SL 100
DONOR LOYALTY IS NOT ABOUT THE DONOR
BEING LOYAL TO YOU, IT IS YOU BEING LOYAL
TO THE D...
© Daryl Upsall & Associates SL 101
ANY QUESTIONS?
© Daryl Upsall & Associates SL 102
MORE EFFICIENCY - TECHNOLOGY
AND PROCESSES
© Daryl Upsall & Associates SL 103
WHAT IS THE MOST SIGNIFICANT/EXCITING INNOVATION IN
F2F THAT YOU ARE AWARE OF IN THE LA...
© Daryl Upsall & Associates SL 104
© Daryl Upsall & Associates SL 105
© Daryl Upsall & Associates SL 106
EFFICIENCY - INCREASED MOVE TOWARDS
DIGITAL
106
Benefits:
• Data validation
(financial,...
© Daryl Upsall & Associates SL 107
… IN F2F
2-step process:
Initial SMS donation
+ TM conversion to regular
giving
1-step ...
© Daryl Upsall & Associates SL 108
2-STEP SMS ON THE STREET
108
Donor recruited on street
– asked to text £3, £4 or
£5 to ...
© Daryl Upsall & Associates SL 109
SMS ON THE STREET – TOP TIPS
109
• Value of SMS gift has high
correlation with RG conve...
© Daryl Upsall & Associates SL 110
© Daryl Upsall & Associates SL 111
CALL YOUR LEADS BACK QUICKLY
© Daryl Upsall & Associates SL 112
‘CONNECTED’
– REGULAR GIVING THROUGH PSMS
Step 1 – Donor initiates process by respondin...
© Daryl Upsall & Associates SL 113
‘CONNECTED’
– REGULAR GIVING THROUGH PSMS
Step 2 – Donor initiates
process by respondin...
© Daryl Upsall & Associates SL 114
‘CONNECTED’
– REGULAR GIVING THROUGH PSMS
Step 3 – Donor receives a monthly
reminder wi...
© Daryl Upsall & Associates SL 115
WHAT NEXT?
© Daryl Upsall & Associates SL 116
ANY QUESTIONS?
© Daryl Upsall & Associates SL 117
117
Gracias
merci
grazie mille
Kiitos
© Daryl Upsall & Associates SL 118© Daryl Upsall & Associates 118
© Daryl Upsall & Associates SL 119
Daryl Upsall & Associates
daryl@darylupsall.com www.darylupsall.com
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Face-to-Face Fundraising: Best Practices & New Initiatives

https://bloomerang.co/resources/webinars/

Daryl Upsall, FInstF will take you on a world tour featuring the cutting edge best practice in use of this powerful committed donor recruitment tool. He will illustrate how it has been successfully integrated with other programs such as telephone, new media, virtual reality, and explain how to best retain and develop your F2F recruited donors and the future challenges for F2F fundraising.

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Face-to-Face Fundraising: Best Practices & New Initiatives

  1. 1. Face-­‐to-­‐Face  Fundraising:   Best  Practices  &  New   Initiatives   4/20/16   Noon  Eastern   The  presentation  will  begin  shortly.
  2. 2. 3 This  presentation  is  being  recorded!  
 The  recording  and  slides  will  be  emailed  to  you.   Please  chat  in  any  questions  for  our  guest.     We  will  answer  them  in  the  formal  Q&A  session     at  the  end  of  the  presentation.   Follow  along  on  Twitter  with  #Bloomerang  @BloomerangTech.   For  best  audio  quality,  dial  in  by  phone.
 (check  your  email  for  dial-­‐in  info  from  ReadyTalk) Before  we  get  started  »
  3. 3. 3 https://bloomerang.co/demo/video
  4. 4. 3 Our  guest  presenter  » Daryl  Upsall,  FInstF   33+  years  with  over  230  nonprofits  in   62  countries.   Intl.  Fundraising  Director  for   Greenpeace  Intl.     Daryl  Upsall  &  Associates   Fellow  of  the  UK  Institute  of   Fundraising  &  a  Vice-­‐Chair  of  AFP  
  5. 5. © Daryl Upsall & Associates SL 1 FACE TO FACE FUNDRAISING: BEST PRACTICE & NEW INITIATIVES Daryl Upsall FInstF Daryl Upsall & Associates SL www.darylupsall.com
  6. 6. © Daryl Upsall & Associates SL 2 Hei
  7. 7. © Daryl Upsall & Associates SL 3 DARYL UPSALL FInstF • Daryl Upsall is an internationally renowned fundraising leader with over 30 years of experience. • He was the former International Fundraising Director of Greenpeace International where he raised over $1 billion USD. • Raised 2.5 m UK pounds for Nelson Mandela and ANC for first election • He is a Fellow of the Institute of Fundraising (UK) and an AFP International Board Member & Vice-Chair (USA). Worked in ...
  8. 8. © Daryl Upsall & Associates SL 4 OUR GROUP OF COMPANIES • Daryl Upsall & Associates, The Fundraising Company, International Fundraising, Fundraising Estrategias and www.globalcharityjobs.com are all part of the DUCI family. • Most of the world’s largest INPOs, UN agencies, Red Cross etc are our clients • In 2014, The Fundraising Company generated 47,000 new donors via the telephone. • Since 2003 The Fundraising Company and International Fundraising have raised over 856 million euro for clients in Spain. • Also in 2015, the face to face agency International Fundraising in Spain recruited 114.920 new donors for its clients. It also operates in Italy, Portugal, Colombia, Mexico, Peru and Poland.
  9. 9. © Daryl Upsall & Associates SL 5 THIS SESSION Love it or hate it, F2F fundraising represents an estimated $1 billion USD in non-profit investment annually. Are you getting the best return for your investment?”
  10. 10. © Daryl Upsall & Associates SL 6 ActionAid UK
  11. 11. © Daryl Upsall & Associates SL 7 WHERE IT ALL BEGAN...AND CONTINUES • Started 20 years ago in Austria by Greenpeace and Dialogue Direct • Austrian church claimed Greenpeace was reducing church collections !
  12. 12. © Daryl Upsall & Associates SL 8 FACE TO FACE WORLDWIDE
  13. 13. © Daryl Upsall & Associates SL 9 LEXICON OF F2F FUNDRAISING What are we talking about – the tool? • Face to face (F2F) • Direct dialogue (DD) • Door to door (D2D) • Street fundraising • Canvassing • Dialoguing • Facing • …..
  14. 14. © Daryl Upsall & Associates SL 1010 LEXICON OF F2F FUNDRAISING What are we talking about – the people? • Fundraisers • Facers • Direct dialoguers • Canvassers • Frontliners • Recruiters • Team leaders • “Chuggers” … or “Changels”?
  15. 15. © Daryl Upsall & Associates SL 11 LEXICON OF F2F FUNDRAISING What are we NOT talking about? • Major donor fundraising • Cash collections • Street collections • Canvassing for cheques/cash/pledges • Petition signing • Public education programmes
  16. 16. © Daryl Upsall & Associates SL 12 UNHCR Thailand
  17. 17. © Daryl Upsall & Associates SL 13 WHO DOES IT WORK FOR? • Every NGO, but the more emotive the cause, cancer, kids, and animals tends to make it easier • Child sponsorship is perhaps the easiest product to raise new donors for worldwide • Being a well known brand is NOT required for the donor… mission is more important
  18. 18. © Daryl Upsall & Associates SL 14
  19. 19. © Daryl Upsall & Associates SL 15 Save the Children UK
  20. 20. © Daryl Upsall & Associates SL 16 WHERE IS FACE TO FACE FUNDRAISING? • Street • Door to Door • Events • Parks • Inside shops • Bars and cafes • Wild animal park… Aspinall Foundation, UK F2F Medicos del Mundo, Madrid, Spain
  21. 21. © Daryl Upsall & Associates SL 17 WHERE IS FACE TO FUNDRAISING? • Workplace • Malls • Airports • Metros • Hospitals • Transport hubs • To be invented ...where the public is
  22. 22. © Daryl Upsall & Associates SL 18 Save the Children South Africa and Korea
  23. 23. © Daryl Upsall & Associates SL 19 TYPES OF F2F MODEL In house Agency/outsourced Hybrid Volunteer… really?
  24. 24. © Daryl Upsall & Associates SL 20 EVER CHANGING WORLD OF F2F SUPPLIERS…
  25. 25. © Daryl Upsall & Associates SL 21 KNOW YOUR F2F KPIS – WHAT TO MEASURE AND WHY
  26. 26. © Daryl Upsall & Associates SL 22 WHAT’S A KPI? KEY PERFORMANCE INDICATOR
  27. 27. © Daryl Upsall & Associates SL 23 WHAT’S A F2F KPI? Sign up rate Fulfilment rate Attrition rates Average gift Cost per donor (CPA) Return on Investment
  28. 28. © Daryl Upsall & Associates SL 24 SIGN UP RATE Per hour Per day Per shift Leads Per hour Per day Per shift Donors
  29. 29. © Daryl Upsall & Associates SL 25 DIFFERENCES... Paying for time • Your sign up rate determines your cost per contact/lead • Your fulfilment rate determines your cost per donor (more on this soon) • A key metric for in house operations Paying per donor • Donor costs are fixed • Sign up rate less a concern but..... • Don’t ignore it as it affects the efficiency of your campaign, and the performance of your vendor.
  30. 30. © Daryl Upsall & Associates SL 26 FULFILMENT Fulfilment: Occurs only when those who have agreed to become a pledge donor actually make their first automatic payment. Fulfilment can also refer to the process required to get people to start paying.
  31. 31. © Daryl Upsall & Associates SL 27 So, do you really have a new F2F donor? • When she has said yes on the street? • When she has filled in the form? • When you have said “Thank you” to her? • When she has told her girlfriend in an effort to impress her... 27 FULFILMENT
  32. 32. © Daryl Upsall & Associates SL 28 ANY QUESTIONS?
  33. 33. © Daryl Upsall & Associates SL 29 = SO WHERE IS FACE TO FACE RIGHT NOW?
  34. 34. © Daryl Upsall & Associates SL 30 30 1. Media, public and regulator negativism 2. More diversity - away from the street 3. More engagement - interactivity and creativity 4. Focus on donor loyalty and development 5. More efficiency - technology and processes CURRENT F2F TRENDS
  35. 35. © Daryl Upsall & Associates SL 31
  36. 36. © Daryl Upsall & Associates SL 32
  37. 37. © Daryl Upsall & Associates SL 33
  38. 38. © Daryl Upsall & Associates SL 3434 USING FACE TO FACE/DOOR TO DOOR FUNDRAISING TO BUILD A POSITIVE PUBLIC PROFILE • Physically visible…out there • Before launch – internal and external PR • Press releasing and local media – Before and after launch
  39. 39. © Daryl Upsall & Associates SL 35 POSITIVE PRE- CAMPAIGN MEDIA - UNICEF SPAIN “Excuse me, would you like to become a member of a charity? San Sebastian, Spain
  40. 40. © Daryl Upsall & Associates SL 36
  41. 41. © Daryl Upsall & Associates SL 37 Save the Children UK
  42. 42. © Daryl Upsall & Associates SL 38 Save the Children UK
  43. 43. © Daryl Upsall & Associates SL 39
  44. 44. © Daryl Upsall & Associates SL 40 HONG KONG F2F MONTHLY GIVING ALLIANCE
  45. 45. © Daryl Upsall & Associates SL 41 ANY QUESTIONS?
  46. 46. © Daryl Upsall & Associates SL 42 DIVERSIFICATION OF LOCATIONS AND PRESENCE
  47. 47. © Daryl Upsall & Associates SL 43 43 DIVERSIFICATION
  48. 48. © Daryl Upsall & Associates SL 44 44 DOOR TO DOOR (D2D) Benefits • Audience segmentation • Higher average donor age • Data availability • Opportunities beyond large urban centres • Suitable for wider range of fundraiser profiles • Better fulfilment and attrition rates
  49. 49. © Daryl Upsall & Associates SL 45 45 DOOR TO DOOR (D2D) Challenges • Specific housing and demographic issues • Security concerns and access to donors • Working schedules to engage with employed donors • Self-exclusion or opt-out • Legal issues
  50. 50. © Daryl Upsall & Associates SL 46 46 PRIVATE SITES Corporate Retail Events
  51. 51. © Daryl Upsall & Associates SL 47 Benefits • Audience segmentation (eg B2B, airport venues, etc.) • Access to multiple sites through single agreement • Opportunities to benefit from (and strengthen) corporate relationships • Potential for more innovative and interactive engagement • Weather-proofing • Secure environment • Geographical spread • Generally higher productivity and donor quality • Legitimacy and credibility PRIVATE SITES
  52. 52. © Daryl Upsall & Associates SL 48 • Challenges • Restricted access to sites (resource intensive booking process) • Potential costs for venue space (especially shopping malls and events) • Barriers to scale-up • Restrictions to movement • Additional stand materials • Fundraiser profiles, training and quality control PRIVATE SITES
  53. 53. © Daryl Upsall & Associates SL 49 ROAMING TEAMS 49 • Access to new audiences • Higher productivity • Motivating for fundraisers
  54. 54. © Daryl Upsall & Associates SL 50 OUT WITH THE OLD!
  55. 55. © Daryl Upsall & Associates SL 51 HOUSTON GALLERIA WORLD VISION US IN WITH THE NEW!
  56. 56. © Daryl Upsall & Associates SL 52 SAVE THE CHILDREN - BOSTON
  57. 57. © Daryl Upsall & Associates SL 53 WORLD VISION SEATTLE 2012 –FOCUSED ON MICRO LOANS
  58. 58. © Daryl Upsall & Associates SL 54 HEART & STROKE FOUNDATION - CANADA
  59. 59. © Daryl Upsall & Associates SL 55
  60. 60. © Daryl Upsall & Associates SL 56 WORLD VISION SEATTLE FOCUSED ON GIFT CATALOGUE
  61. 61. © Daryl Upsall & Associates SL 57 FACE TO FACE FUNDRAISING TODAY… AND TOMORROW?
  62. 62. © Daryl Upsall & Associates SL 58
  63. 63. © Daryl Upsall & Associates SL 59
  64. 64. © Daryl Upsall & Associates SL 60
  65. 65. © Daryl Upsall & Associates SL 61
  66. 66. © Daryl Upsall & Associates SL 62 62 MORE INTERACTIVE AND ENGAGING APPROACH
  67. 67. © Daryl Upsall & Associates SL 63 10kg 5k g normal 1-year old child malnutrition 1-year old child Comparing weight, mid-upper arm of malnutrition and normal 1-year old child using doll+baby carrier
  68. 68. © Daryl Upsall & Associates SL 64 F2F TOTAL ENGAGEMENT…IN BRAZIL 64
  69. 69. © Daryl Upsall & Associates SL 65
  70. 70. © Daryl Upsall & Associates SL 66
  71. 71. © Daryl Upsall & Associates SL 67
  72. 72. © Daryl Upsall & Associates SL 68
  73. 73. © Daryl Upsall & Associates SL 69 ANY QUESTIONS?
  74. 74. © Daryl Upsall & Associates SL 70
  75. 75. © Daryl Upsall & Associates SL 71 VIRTUAL REALITY – WELCOME TO THE FUTURE! 71
  76. 76. © Daryl Upsall & Associates SL 72
  77. 77. © Daryl Upsall & Associates SL 73 FROM THEN… 73 …TO NOW.
  78. 78. © Daryl Upsall & Associates SL 74 WHAT’S THE TECHNOLOGY?
  79. 79. © Daryl Upsall & Associates SL 75 WHAT’S THE KIT? $200 $2-$5 $100 $8-$20 +
  80. 80. © Daryl Upsall & Associates SL 76 BACK TO REALITY….VIRTUALLY
  81. 81. © Daryl Upsall & Associates SL 77 LET ME INTRODUCE YOU TO SIDRA… 77
  82. 82. © Daryl Upsall & Associates SL 78 SO HOW CAN SIDRA HELP US TO HELP CHILDREN LIKE HER? 78
  83. 83. © Daryl Upsall & Associates SL 79 VIRTUAL REALITY…MAKING A DIFFRENCE This experience has opened us doors to make recruitment with Face to Face in companies from our corporate alliances … and, in the case of telcos, this VR activity puts UNICEF closer to their business. Rocio Salinas Asensio, UNICEF Spain
  84. 84. © Daryl Upsall & Associates SL 80 80 “This is a first for street fundraising. These immensely powerful images transport you in an instant from an ordinary British high street to scenes of apocalyptic destruction in Aleppo. It’s shocking and it’s meant to be.” Amnesty International UK innovations manager, Reuben Steains
  85. 85. © Daryl Upsall & Associates SL 81 “This is a first for street fundraising. These immensely powerful images transport you in an instant from an ordinary British high street to scenes of apocalyptic destruction in Aleppo. It’s shocking and it’s meant to be.” Amnesty International UK innovations manager, Reuben Steains
  86. 86. © Daryl Upsall & Associates SL 82 HOW COULD YOU USE A VR EXPERIENCE? 82 • Where? • Who? • How? • What else?
  87. 87. © Daryl Upsall & Associates SL 83 ANY QUESTIONS?
  88. 88. © Daryl Upsall & Associates SL 84 FOCUS ON DONOR LOYALTY AND DEVELOPMENT
  89. 89. © Daryl Upsall & Associates SL 85 donors BUT WE HAVE A PROBLEM...
  90. 90. © Daryl Upsall & Associates SL 86 RETENTION IS THE NEW ACQUISITION. CUSTOMER SERVICE IS THE NEW MARKETING. - JOE CONNELLY
  91. 91. © Daryl Upsall & Associates SL 8787 87 F2F WELCOME CALL • Thanks the donor again • Reinforces the charity message • Lets donors know that you like to listen to them and don’t always ask for money • Provides more insight into donor motivations • Reality check on the donor’s understanding of the long term commitment • Enhances and confirms data Reduces Early Attrition...considerably
  92. 92. © Daryl Upsall & Associates SL 88 DONOR COMMUNICATIONS How a new committed donor is approached and recruited is a key determinant of all subsequent communications
  93. 93. © Daryl Upsall & Associates SL 8989 KEY FACTORS - ENGAGING DONORS • Sending the right communications • At the right frequency • With the right message • In the most suitable medium…namely telephone, SMS, email, web
  94. 94. © Daryl Upsall & Associates SL 90 DONORS RESPOND DIFFERENTLY… ..SO NEED TO BE TREATED DIFFERENTLY • Direct mail/press advert recruited donors are likely to respond better to communications by mail and printed communications • New media recruited donors will respond better to emails and text • Face to face donors respond best to the telephone 90
  95. 95. © Daryl Upsall & Associates SL 91 DONOR COMMUNICATIONS Face to face recruited donors normally are not interested in printed communication in new media and especially telephone. It is a continuation of the “conversation” and “dialogue” with the charity
  96. 96. © Daryl Upsall & Associates SL 92 DONOR COMMUNICATIONS &“TOUCH POINTS” Research across 100s of NGOs in many countries consistently show that if a donor has more “positive contacts” or “touch points” it: – Builds trust and loyalty – Increases responses rates to appeals and upgrades – Reduces attrition – Develops the donor journey – Increases lifetime value
  97. 97. © Daryl Upsall & Associates SL 93 CALLING DONORS 93 Benefits: • Data validation (financial, e-mail, phone, address) • Quicker data transfer and processing • Immediate welcome communication • Cash flow • Credibility and professionalism
  98. 98. © Daryl Upsall & Associates SL 94 LISTEN & OFFER CHOICE Listen • Encourage donors to call, write, blog etc – but make sure you are ready for it • Survey donor • Call them and ask their opinion or just how they are • Let them input (eg Greenpeace ship naming) Offer choice • By which method are communicated with • How often the are communicated with • How they want to engage…or not • Even offer donation holidays and downgrades in tough times 94
  99. 99. © Daryl Upsall & Associates SL 95 THANK YOU – MEMBER GET MEMBER • 4 months into the donor relationship • Call just to thank donor and make sure they are happy with the charity, its communications etc • Ask them to recommend the charity to friends, family, colleagues
  100. 100. © Daryl Upsall & Associates SL 96 THANK YOU – MEMBER GET MEMBER CALL • Normally 20% give names and telephone numbers of 2 people (that means 40% out of all the contacted) • 15% of those called convert to monthly donors!
  101. 101. © Daryl Upsall & Associates SL 97 THANK YOU – MEMBER GET MEMBER • 4 months into the donor relationship • Call just to thank donor and make sure they are happy with the charity, its communications etc • Ask them to recommend the charity to friends, family, colleagues
  102. 102. © Daryl Upsall & Associates SL 98 MAXIMISING DONOR LIFETIME VALUE INVOLVEMENT HIGHLOW Awareness Interest Engagement Commitment Ownership Taking personal responsibility HIGH LOW Amount GIVEN 98 Daryl Upsall Consulting
  103. 103. © Daryl Upsall & Associates SL 99 THE AIM IS DONOR LIFETIME ENGAGEMENT INVOLVEMENT HIGHLOW Awareness Interest Engagement Commitment Ownership Taking personal responsibility HIGH LOW Amount GIVEN Sign up a F2F donor See NGO banner ad online Provide 4 friends details to call - MgM Attend NGO “briefings” Upgrade gift to 30 Euros p/m Join mid donor programme 600 Euros year Include NGO in will Make a donation of 5000 Euros 99 Daryl Upsall Consulting
  104. 104. © Daryl Upsall & Associates SL 100 DONOR LOYALTY IS NOT ABOUT THE DONOR BEING LOYAL TO YOU, IT IS YOU BEING LOYAL TO THE DONOR. – HARVEY MCKINNON
  105. 105. © Daryl Upsall & Associates SL 101 ANY QUESTIONS?
  106. 106. © Daryl Upsall & Associates SL 102 MORE EFFICIENCY - TECHNOLOGY AND PROCESSES
  107. 107. © Daryl Upsall & Associates SL 103 WHAT IS THE MOST SIGNIFICANT/EXCITING INNOVATION IN F2F THAT YOU ARE AWARE OF IN THE LAST 2 YEARS? “I think everything becoming digital/paperless is exciting. We are seeing that while face to face in itself is a basic form of fundraising, that we’re able to keep up with ever evolving technology and trends and continue improving the sector.” Jennifer Ward, VP of Marketing, International Headquarters, www.TNInetwork.com
  108. 108. © Daryl Upsall & Associates SL 104
  109. 109. © Daryl Upsall & Associates SL 105
  110. 110. © Daryl Upsall & Associates SL 106 EFFICIENCY - INCREASED MOVE TOWARDS DIGITAL 106 Benefits: • Data validation (financial, e-mail, phone, address) • Quicker data transfer and processing • Immediate welcome communication • Cash flow • Credibility and professionalism
  111. 111. © Daryl Upsall & Associates SL 107 … IN F2F 2-step process: Initial SMS donation + TM conversion to regular giving 1-step process: Regular monthly donations via mobile phone bill
  112. 112. © Daryl Upsall & Associates SL 108 2-STEP SMS ON THE STREET 108 Donor recruited on street – asked to text £3, £4 or £5 to help feed a child Donor called to convert to pledge
  113. 113. © Daryl Upsall & Associates SL 109 SMS ON THE STREET – TOP TIPS 109 • Value of SMS gift has high correlation with RG conversion • Integration with call-centre is vital (quick call-back increased conversion rates) • Where possible use mobile-giving as a drop-ask (even in 2-step TM script) • Make donors aware of follow-up call • Use of street theatre increases response
  114. 114. © Daryl Upsall & Associates SL 110
  115. 115. © Daryl Upsall & Associates SL 111 CALL YOUR LEADS BACK QUICKLY
  116. 116. © Daryl Upsall & Associates SL 112 ‘CONNECTED’ – REGULAR GIVING THROUGH PSMS Step 1 – Donor initiates process by responding to prompt with a text
  117. 117. © Daryl Upsall & Associates SL 113 ‘CONNECTED’ – REGULAR GIVING THROUGH PSMS Step 2 – Donor initiates process by responding to prompt with a text
  118. 118. © Daryl Upsall & Associates SL 114 ‘CONNECTED’ – REGULAR GIVING THROUGH PSMS Step 3 – Donor receives a monthly reminder with an option to ‘SKIP’ a donation if they need to…
  119. 119. © Daryl Upsall & Associates SL 115 WHAT NEXT?
  120. 120. © Daryl Upsall & Associates SL 116 ANY QUESTIONS?
  121. 121. © Daryl Upsall & Associates SL 117 117 Gracias merci grazie mille Kiitos
  122. 122. © Daryl Upsall & Associates SL 118© Daryl Upsall & Associates 118
  123. 123. © Daryl Upsall & Associates SL 119 Daryl Upsall & Associates daryl@darylupsall.com www.darylupsall.com
  124. 124. Questions?
  125. 125. https://bloomerang.co/resources •Nonprofit  Wrap-­‐Up   •Bloomerang  TV   •Bloomies •Daily  blog  post   •Weekly  webinars   •Downloadables
  126. 126. Our  next  free  webinar  » Finding Your Sizzle: the Importance of Emotions in Fundraising Thursday, April 28th – 1:00pm Eastern Wendy Dyer https://bloomerang.co/resources/webinars

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