Base Your Supporter Journeys in Reality

Kivi's Nonprofit Communications Blog

Journeys or Story Maps are visualizations of the touchpoints a persona goes through as they interact with an organization over time.

How smart speakers and voice assistants are changing the game

Public Sector Marketing 2.0

The voice-assistant will be a crucial touchpoint for your brand and essentially act as the middleman. As I have observed in my own behaviour, these devices tend to form entirely new touchpoints. It’s been six months now since I equipped my home with three Google Home Mini devices (one on each floor).

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The Essential Guide to Donor Retention in the Digital Age

J Campbell Social Marketing

Do not lump all donors into your regular mailing list – the more personalized the touchpoint, the more likely they will be to give again. In order to “cut through the clutter” and reach supporters, we need to provide multiple touchpoints. Nonprofits, we are failing our donors. The Fundraising Effectiveness Project’s 2018 Fourth Quarter Report found that charitable giving did in fact increase by a meager 1.6% in 2018. Cause for celebration? Hardly.

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Donor Churn: How To Stop It Before It Starts

The Agitator

As a result, millions are spent in the mistaken belief that donor churn (aka ‘attrition’) can be solved through navel-gazing ‘best practices’ labeled with all sorts of nonsensical terms like ‘stewardship’, ‘engagement or loyalty touchpoints’, ‘ask/no ask’ None of these ginned-up strategies has worked. Few organizations truly understand why donors leave, let alone know when the donor makes the decision to leave.

Master Touch

Mission Paradox Blog

Buying tickets on the website = touchpoint. When a person calls my box office = touchpoint. When we are seating a person for the performance = touchpoint. When someone visits our website = touchpoint.   Identify your touchpoints.    Make every interaction with a touchpoint as strong as you can. What's the hardest part about marketing art? Having no control over the end outcome. Maybe people love the work. Maybe they hate it.

Does Your Logo Suck? Free Webinar Next Week

Kivi's Nonprofit Communications Blog

A logo, as the visual representation of your nonprofit brand, is often the first touchpoint your audience will have with your organization. As graphic design expert Julia Reich said in a guest post she did for us last year, People are passionate and loyal to brands they feel connected to, and that doesn’t just apply to coffee and sneakers, it’s relevant to nonprofit brands too. Loyalty leads to increased awareness, participation, and donations.

Why your capital campaign feasibility study could be leaving a lot of money on the table.


See it as a touchpoint along their decision-making journey and not as just a one-shot engagement. I think most campaign feasibility studies leave a ton of money on the table. Here’s a hyper-simplified description of how it usually works. You hire a consultant. Together, you conduct the feasibility study and review the results. Then, you make a decision on whether or not to go forward with the campaign. So what then? What about the supporters who helped you come to that conclusion?

Service Design for Social Marketers: A Webinar

Social Marketing and Social Change

Using a variety of research techniques to establish this empathy, and to understand service touchpoints and how they connect over time to form the customer journey , designers then redesign and reengineer the process to make it more suitable for the people using the service. Jennifer Kasten (Vice President, JBS International ) and I will be discussing ideas and applications of service design in the first iSMA webinar next Tuesday, July 23rd, at 6:30 AM and again at 12 noon EDT.

Mobile Health 2011 Conference

Social Marketing and Social Change

when mobile is part of a multi-touchpoint ecosystem? I am getting ready for the Mobile Health 2011 conference at Stanford University this week. This preparation got me to thinking about how far we have come in the past 100 years: "When the expectations of wireless experts are realized everyone will have his own pocket telephone and may be called wherever he happens to be…When that invention is perfected, we shall have a new series of daily miracles." [ 100 Years of Mobile Phones ].

When was the last time you actually tried to give yourself a donation?

Giving in a Digital World

In the light of this, ‘Be Your Donor Day’ is a great way of bringing the real donor experience to the fore and identifying both quick fixes and areas that might require further thought and investment across all of your donor touchpoints.

Testing Your Donor Identities

The Agitator

Commitment studies go into depth with your donors about all their touchpoints with you: brand positioning, donor relations, fundraising asks, cultivation, channels, messaging, etc. By marrying their answers with your transactional data, you can see what touchpoints cause commitment and those that don’t. This allows you to scale up touchpoints that matter, fix the broken ones, and drop those that do not increase retention and donor value.

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Return to Spray and Pray?

Kivi's Nonprofit Communications Blog

In the shotgun approach, you don’t worry as much about building a big audience in any particular network, but instead building a touchpoint corral around each of your customers and fans. Just about every nonprofit marketing consultant I know, yours truly included, ridicules the idea of “spray and pray” marketing, where you throw out as much stuff as you can at “the general public” and hope that some of it hits the right people.

A List of Digital, Tech, and Media Trend Reports for 2017

Public Sector Marketing 2.0

This is primarily due to the fact that many people in certain regions of Africa have skipped decades of technological evolution and jumped right to mobile as their first and only internet touchpoint. One thing I really like about the first quarter of the calendar year is that plenty of new statistics and trend reports are made available concerning the field I work in.

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Is Your Logo Effective? Tips to Evaluate Your Visual Identity

Kivi's Nonprofit Communications Blog

A logo, as the visual representation of your nonprofit brand, is often the first touchpoint your audience will have with your organization. Guest Post by Julia Reich, Julia Reich Design. Julia Reich. Julia Reich is guest blogging for us on several graphic design topics. This second post focuses on logos and how they relate to branding. You can read her first post on graphic design style sheets here.

Forget the Media Kit, Create a Toolkit

Kivi's Nonprofit Communications Blog

As a result, they are both creating a touchpoint with their supporters and getting them to help spread the word for them in their own voices and with their own close connections. Peter Panepento. Our public relations expert Peter Penepento is back this month to share some ideas on getting the word out about your good cause without using the media. Kristina. Guest Post by Peter Panepento of Panepento Strategies.

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ISO Photos of Social Marketing and Social Change

Social Marketing and Social Change

The consumer experience as the marketer’s touchpoint - World-changing research sets a direction for the program, often one that nobody expects at the beginning. The reason the blog posts have been slow in coming is that I have been focusing my time and words on a textbook for social marketing - nothing like you have seen before, trust me. We are in the production phase and my editor has suggested that we crowd source the picures that appear in the book.

Low Risk Approach to High Reward Discovery

The Agitator

This led to 9 different journeys with changes that ranged from entirely different touchpoints to versioning of copy tailored to a given, well-understood audience (e.g. Importantly, most of these touchpoint assets existed already. Yesterday Roger outlined the failings of alleged-segmentation systems that aren’t customized to your organization. Today, I’d like to suggest a proven, low-risk approach to dramatic improvement through better segmentation.

Newsletter: How to Close Any Deal in Five Meetings ; Lux Brand Barneys Launches #Centiments ; Six Novels on Philanthropy

Selfish Giving

Make sure you build in another personal touchpoint as people like to make decisions after getting feedback from at least one other person (aka Cover Your Ass) 5. [ NOTE: A big thanks to the 60+ people that subscribed to my newsletter this past week. Welcome! You'll enjoy this newsletter more if you read this first.] Have you ever heard of the Rule of 5 ?

Branding Your Nonprofit: An Investment in Your Tomorrows

Fundraising 123

Their experiences at every organizational touchpoint help establish their impressions and may make the difference between their support and avoidance. In the nonprofit sector, we sometimes market services and occasionally a product, but most frequently, we market "heart." " The by-product of our existence has more importance than any consumer product can muster. The results of our success affect others.

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Fundraising’s Silver Bullet

The Agitator

Nick and his colleagues over at DonorVoice employ a series of inbound and outbound feedback programs designed to quantitatively measure donor commitment and service-level satisfaction across channels and touchpoints. Tom just weighed in from summertime New Zealand with the suggestion that we once again take up the important subject of donor service. He accompanied his suggestion with this quote from Seth Godin. “Reactive customer service waits until something is broken.

Flat Earth Fundraising: Ignoring The Leaky Bucket

The Agitator

Collect and act on donor feedback at every touchpoint. The opportunity here is not avoiding bad experiences (that is obvious), the real opportunity is recognizing that service can actually improve the relationship and is a critical touchpoint, one that can help to further monetize the relationship with cross-sell and upsell. Consider this….

7 Key Takeaways for Cause Marketers from America's Checkout Champions Report [SPONSORED]

Selfish Giving

Widen consumer touchpoints to include online and mobile. If you haven't checked out the 2017 America's Charity Checkout Champions report, it's a must-read for anyone in the cause marketing space. Congratulations to the Engage for Good team for putting together such an outstanding resource! Pouring over the report, I came away with seven key takeaways for cause marketers. These should help you navigate and understand the report - and apply its lessons! Not Doing Checkout Charity?

Why “Trust” Matters in Fundraising. And What To Do About It.

The Agitator

From this the interactions or touchpoints that harm or help giving behavior are identified. The 2018 Edelman Trust Barometer reveals that trust in the U.S. has suffered the largest-ever-recorded drop in the survey’s history among the general population. Even more troubling, trust among the informed public (that would be our donors) in the U.S. imploded, plunging 23 points to 45, making it now the lowest of the 28 countries surveyed— below Russia and South Africa.

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Meet the 4 Types of People Who Make Up Your Online Community [Infographic]

J Campbell Social Marketing

I see too many nonprofits rush into social media without a plan to incorporate the other channels and donor touchpoints. Nonprofits tend to lump all of their constituents into just a few boxes – staff, volunteers, donors and clients. Within that box, these groups of constituents often get lumped further into just one category. Our donors aren’t online!” “Our Our clients don’t want to receive text messages.” “Our Our staff is not tech-savvy.”. Does that sound familiar?

Stop Telling Your Donors Who They Are

The Agitator

These identities — for example, ‘have Type I, immediate family member’ — and the subgroups defined by needs from the organization should be given radically different touchpoints and journeys. I fear that most nonprofits will fail to heed the alarm bells sounded in the Vital Signs study we reported on earlier this week. Dramatically increased competition in a time of declining numbers of donors — 23.6% more organizations chasing 7% fewer donors.

Co-creating the Social Marketing Discipline and Brand

Social Marketing and Social Change

And it makes a nice touchpoint for people who want to pass the ideas along and discuss them some more. [Note: For the closing plenary session at the World Nonprofit and Social Marketing Conference a few weeks ago, I was asked to speak about the future of social marketing. The video of my presentation is now available; I thought that putting my comments in text would be helpful for many who don't have the access to watch 20 minutes of video.