CIDSE 2014 (13 May)
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Transcript of CIDSE 2014 (13 May)
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Engaging with supporters based on their behaviour, preferences and needs
Steve Thomas David Williams-Jones#stevethomas393 _________________
13 May 2014
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Some of our clients
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Our partners
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Today’s agenda
• Introduction – what is segmentation anyway?
• Part 1: Making the most of limited resources
• Part 2: Engaging supporters beyond money
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One size doesn’t fit all
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Why Segment?
Appreciation of motivations
• Communication
• Tone of voice
Facilitates different marketing strategies
• Product
• Media
• Right ‘ask’
Make the appropriate level of investment
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Look-a-like logic
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RFV Analysis
Categorisation of behaviour into 3 dimensions:
1. Recency
2. Frequency
3. Value
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How to segment?
Frequency
Recency
Value
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9
Creating segments
8
4
13
6
7
2
Frequency
Recency
Value
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Part 1: Making the most of fundraising resources by smart prioritisation
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Initial findings & recommendations
• Good donor recording on Progress CRM database
• Segment active supporters
• For BD, focussed on Recency, Frequency and Value. But,– Integrate non-financial support in future?
– Motivations?
• Processes:– Load donor Journey module
– Data-informed
– Admin-light routine
– Donor-driven
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Communication Cycle v Donor-driven
Communication Cycle Donor-driven Journey
Driven by Charity needs Donor timescales
Campaign decisions Database rules
Frequency Campaigns and appeals
sent to most
Triggered ‘drip’ communications –
typically weekly/ monthly
Content Newsletters, appeals, e-
comms
Thanking, reassuring, asking,
upgrading
Nature Designed and written for
each campaign
Standard pack.
Digital personalisation.
Priority communication
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One conclusion:
• Process to routinely convert one time donors to a second gift
– Reassure that first made a difference
– Pre-packed second gift pack
– Different prompts and copy based on first gift
– Event sponsors have different motives
– Standard packs sent routinely
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Overall giving since 2011, value:
• Large part of value is with 900 donors (2% of volume)
• Also medium Value is €250 – 999
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Implications• 6 segments:
– Very high value– High value suypporters– Medium value– Donors– Medium level donors– Low level donors
• Introducing a Donor Cycle for each segment• Utilise database and suppliers for routine ‘drip’
communication triggered by donor actions• Progressive lapsing to make sure that we do not spend all of
the donation on newsletters and appeals• All supporters continue to be treated courteously …• … but some will repay more investment and engagement
than others
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Re-balance allocation of investment
• Before:
– Individual donors represent c.36% of fundraising
– Target fundraising ratio of 12%
• Over investing in low value donors – at the expense of HVDs
• Re-balance the investment:
– Increase expenditure on HVDs and MVDs
– Reduce spend on low value base
• Assuming that incomes stay the same. If segnments respond in proportion to spend increase:
– HVD and MVD growth but decline in low level donors
– Major Donors taking more overhead from reduced value donor cells
• Re-distribution of spend creates 19% growth in overall income
• Overall fundraising ratio improves from 13% to 11%
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Part 2: Scripture Union and understanding more than money
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More than money
Give
Act
Pray
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About Scripture Union
• A Christian charity with a publishing arm
• Use the Bible to inspire children, young people and adults to know God
• Income £7m, 85 staff, 3,000 volunteers
• Schools & churches
• Holidays
• Publishing – print and digital
• Part of international movement of 120 organisations
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Project aims
• Identify patterns of support so that we can devise a supporter development strategy to
– boost supporter satisfaction
– maximise retention
– increase income
• Make routine using ProgressCRM database
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Supporter Journeys
First Gift
Became
committed
giver
Joined
membership
Became
committed
giver
Volunteered
Volunteered
Legacy
Pledge
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Supporters in obvious groups
• Donors
• Product buyers
• Teachers
• On-line resources
• Prayer groups
• Volunteers
• Church reps
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First steps
• Installed the Supporter Journey module
• Tracked what were felt to be the important milestones in support – e.g.
– Made their first purchase; first donation; became a recurring / committed donor; pledged a legacy
• Identified the common patterns…
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First engagement: purchase
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Initial findings
• Most common first engagement is buying something. Of those, 81% do nothing else.
• Legacy pledges
– No obvious route
– Less than 1% pledge anyway
– Of those that do, three-quarters started as cash donor
• Most committed givers don’t buy resources or subscribe
• Best lifetime value start as Committed Giver (4x)
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The challenge
• With only a minority donating, traditional RFV measures inappropriate
• A more holistic view of relationships with supporters:– Understand behaviours
– Respect supporters’ motivations
– Develop ‘journeys’ to enhance relationships
• Analytical approach:– Identify and develop appropriate data to collect
– Pragmatic - first and useful pass to put into action
– Learn for further work
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Feedback & Results
Workshop Report
Data Analysis
Segmentation Propensity model
Segmentation & Engagement Workshop
Touchpoints Triggers
The process
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The solution - beyond RFV
Categorisation of behaviour into 3 new enhanced dimensions:
1. Recency
2. Responsivity
3. Involvement/Value
1. Recency
2. Frequency
3. Value
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Tracking the new segments
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Creating segments
Responsivity
Recency
Involvement/ Value
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Our new fruit salad
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• Recency – how long since latest activity?
<1 year; 1 - 2 years; 2 - 3 years; 3 - 4 years; >4 yrs
• Responsivity – contact in : contact out
more in-bound than out; in-bound is 30% of out
• Involvement – ‘richness’ of activity
Volunteers; signed-up; purchasing; etc
• More in future - social media?
The solution – segmentation criteria
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Recency
0%
20%
40%
60%
80%
100%
4
3
2
1
0
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Responsivity
0%
20%
40%
60%
80%
100%
10
4
3
2
1
0
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Involvement/ value
0%
20%
40%
60%
80%
100%
4
3
2
1
0
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• Model breaks down the silos
– Pray, Act, Give
– Real and virtual
• Most recent activity
Model brings RRI together
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The solution
0%
20%
40%
60%
80%
100%
Donor
Purchaser
Volunteer
Subscriber
Bible Enthusiast
Ist Tuesday
Live
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Back analysed an earlier campaign
– RFV Selected
• Grapes: 30% of volume and lost money
– RRI had identified as lapsed
• Limes: 15% of mail and broke even
– RRI had identified as self-motivated
• Apricots: 50% of mail = 150% of net income
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Socio-demographics became more clear
Strawberries (4):Segment 4: Strawberries Index
Counts % 0 100 200Age
Rank 91-100 (Old) 576 5.9 59 ████
Rank 81-90 595 6.1 61 ████
Rank 71-80 742 7.6 76 ██
Rank 61-70 1034 10.6 106 █
Rank 51-60 1135 11.6 116 ██
Rank 41-50 1212 12.4 124 ██
Rank 31-40 1373 14.1 141 ████
Rank 21-30 1160 11.9 119 ██
Rank 11-20 1023 10.5 105Rank 1-10 (Young) 918 9.4 94 █
Apricots (3):Attributes
Counts % 0 100 200
Age
Rank 91-100 (Old) 2015 11.6 116 ██
Rank 81-90 2402 13.8 138 ████
Rank 71-80 2309 13.3 133 ███
Rank 61-70 2230 12.8 128 ███
Rank 51-60 2004 11.5 115 ██
Rank 41-50 1732 9.9 99
Rank 31-40 1468 8.4 84 ██
Rank 21-30 1141 6.6 66 ███
Rank 11-20 1010 5.8 58 ████
Rank 1-10 (Young) 1101 6.3 63 ████
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Cardiff
As did geography
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Row Labels 1 2 3 4 5 6 7 8 9 10 11 12
1 81.71% 0.53% 1.07% 2.32% 3.54% 5.95% 0.22% 0.66% 0.18% 3.41% 0.06% 0.00%
2 0.68% 84.82% 2.22% 5.26% 4.22% 0.09% 0.45% 0.01% 3.48% 0.12% 1.12% 0.00%
3 6.79% 3.27% 91.14% 0.07% 2.17% 0.02% 4.58% 0.00% 1.62% 0.02% 0.09% 0.00%
4 1.40% 1.34% 0.00% 82.80% 8.92% 0.30% 0.00% 13.28% 0.56% 5.75% 1.18% 0.00%
5 6.05% 5.98% 2.81% 7.58% 75.54% 0.88% 0.92% 0.64% 0.32% 0.39% 0.00% 0.00%
6 2.83% 0.00% 0.00% 0.00% 1.02% 78.81% 0.90% 0.00% 0.00% 0.07% 0.00% 0.00%
7 0.04% 0.00% 2.32% 0.00% 1.76% 1.10% 76.34% 0.00% 0.02% 0.00% 0.00% 0.00%
8 0.02% 0.00% 0.00% 1.17% 0.65% 0.65% 0.07% 65.53% 1.01% 0.30% 0.00% 0.00%
9 0.02% 2.31% 0.22% 0.01% 2.12% 0.27% 5.40% 1.49% 68.12% 0.00% 0.00% 0.00%
10 0.33% 0.01% 0.00% 0.37% 0.03% 0.78% 0.00% 0.93% 0.00% 85.12% 0.01% 0.00%
11 0.13% 1.74% 0.21% 0.40% 0.03% 10.37% 11.12% 14.08% 24.68% 0.06% 93.35% 0.00%
12 0.00% 0.00% 0.00% 0.04% 0.00% 0.79% 0.01% 3.37% 0.00% 4.75% 4.20% 100.00%
Also showed how people move
Example: Segment 10 – ‘Walk-in’ Greengages.
Sign-up to Strawberries (4) or purchase and become Plums. Do not naturally donate
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12 final names developed by SU team
Greengages Popped-in
Plums Spectrum
Limes Personals
Apricots Stakeholders
Strawberries Browsers
Oranges Wavering
Nectarines Job done
Apples Taken for Granted
Pears Family Time
Grapes Exiting
Raisins Gone
Currants Long Gone
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What are we doing now?
Analysis
• Sub-segment Stakeholders even further
• Wide-ranging but high value
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What are we doing now?
Creative
• More appropriate ‘asks’ and challenges by segment, e.g.:
Personals
No cash ‘ask’. Hand-raising pack
Two-stage purchaser conversion pack
Copy test based on generational challenges rather than child empathy
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What are we doing now?
Donor Journey
• Donor Journey per segment
Stakeholders
I give : I get
Recognition and personalisation per stage
Tracking and managing segment movements
Becoming more investment per segment driven
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Summary - recommendations
1. Segment your supporter base, messages and asks
2. Track and manage movements between segments
3. Integrate non money giving
4. Communicate on donor terms and timescales
5. Work the performance KPIs
6. Invest according to potential
7. Make progress steadily and keep things simple
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For more information contactpurple-vision.com