I'm here for I Wish I'd Thought of That or #IWITOT - the event at which fundraisers present on ideas they wish they'd thought of, this time focusing on supporter experience! My notes will be in this thread.

1st up is @anniedperez1987 on ... Pret!

Pret's mission is built on its values.

I walk into Pret & I see their brand everywhere, pictures of fruit & veg. I get inspired, pick something. I can be everyone. The team are friendly & continue my positive experience.

"trying to do the right thing"

@anniedperez1987 #IWITOT

"I feel connected locally, nationally & globally. Pret is supporting my journey as much as I'm supporting theirs."

Covid - they were quick off the mark. This just got personal for me as my mother works in the NHS.

"Is it for the cleaners, not just important people?"

#IWITOT

"If we take the risk, that is better than sitting and waiting for change."

#IWITOT @anniedperez1987

Now @shabbyamini on Greenpeace's face to face work in the year of Covid.

1990s: Greenpeace re-invented face-to-face fundraising.

2020: f2f & festivals fundraising stopped.

But climate change was still happening! People noticed pollution was down & people were home!

#IWITOT

Did neighbourhood door drop here they were going to visit. Included opt out - an orangutan sticker.

Safe distance: a conversation starting rolled out orangutan mat!

Made sure supporter experience was best it could be.

Increased sign-ups after lockdown.

@shabbyamini #IWITOT

Now @catdeakin on RNLI Spring Appeal, a charity close to her heart.

Start of Covid were about to do appeal. Instead sent a check in message to donors. Scrapped fundraising ask.

You are part of the crew. We look out for each other. Said thank you.

Raised 2x more.

#IWITOT

RNLI's campaign showed importance of listening to supporters.

Build your family - tell your supporters they matter - earn the right to ask for money by building relationships.

Engage the whole charity.

Make the time to say thank you.

@catdeakin #IWITOT

Now @Skipinder on Timpsons

Values: suits dry cleaned free for people going to job interviews

"There's something fundamental about the way they run the business from the ground up."

1. Happy customers
2. Good jobs

Upside down management - customer tops the organogram.

#IWITOT

Keep your customers happy. Improve their experience.

How do we build supporter experience into the heart of everything? We talk about objectives. But Timpsons really did it. They put customers at the heart.

Imagine if we did the same with our supporters.

@Skipinder #IWITOT

Now it's @JujuriGirl - but unfortunately not showing video...

Missed the start through technical issues so will be watching this later as Julia is a great speaker, whose presentation I really enjoyed at #TrustSummit.



#IWITOT

#IWITOT @JujuriGirl

#IWITOT
@JujuriGirl https://twitter.com/RosieOldham8/status/1336686446468591617?s=20

"I emailed a real person. Georgia wrote back. She warmly commented on my photos. She told me she was posting the welcome pack that day. When it arrived it was worth the wait. Personalised with photos, certificate, fact sheets..."

Simone on Oamaru Blue Penguin Colony
#IWITOT

"We focus on done being better than perfect. Engage on personal level with new supporters. Remember who they are. A made for purpose personal feel. Can't wait to visit them when personal travel is allowed again."

Simone on sponsoring Flippy at the Oamaru Penguin Colony.
#IWITOT

"You are all pawsome!"

Now it's @AmyIsSuper on Guide Dogs Australia's Pawgust campaign.

Kept it simple: Walk, raise money, support guide dogs.

Great stewardship, well thought through supporter journey.

These puns are relentless!

#IWITOT

Now @LianneHD on Who Gives A Crap the social enterprise making sustainable loo rolls, pictured behind her, and the amazing email journey they put her on earlier this year!

Made potentially boring comms (eg receipt, shipping status) fun!

Also have a subscription model!

#IWITOT

So much we can learn from a supporter experience perspective. See the PS.

Housemate ordered in between. @LianneHD got to receive their lapsed communication, including an email from her toilet!

Fun, attention to detail.

#IWITOT

Made @LianneHD feel part of a movement just because she bought some of their toilet roll!

Excellent #IWITOT presentation, Lianne!

Now at #IWITOT it's Ula Saiegh on British Red Cross's TikTok work which in a year has built up to 400k followers, outstripping its Twitter and Facebook following!

They really get the platform. Built a community of followers making relevant timely topical content.

Used celebrities who could personalise their content authentically to reach new audiences. Live Streams worked well to generate donations. Lewis Capaldi raised £250k in an hr.

Great breadth of content. Pioneered use of clickable donation stickers.

Engaged young donors.

#IWITOT

Now @TashRosenthall on efforts of Michael McIntyre who raised £ for @TrussellTrust by video calling as many fans as possible in lockdown. What a great idea!

Over 58k raised, 2100 donors recruited for free!

Celebrity endorsement 2020 style. A new value exchange model.

#IWITOT

Well thought through supporter experience journey.

* Free access to super engaged audiences
* Trusted representative
* Huge amount raised in one month
* Little resource needed
* Exclusive offer for new supporters.

@TashRosenthall
#IWITOT

Now @nix6573 on great customer experience from @ilmakiage - product hadn't worked for her, then bought 5 products, ongoing check in from customer service rep.

Don't just thank new, happy customers
Manage the experience of unhappy customers and they'll become your best supporters

"It started with a friendship bracelet"

Bethany Smith on an engagement activity at a fundraising conference, where she made a bracelet.

Months later received hyper-personalised email. "Boaz was wearing my bracelet!" - led to sponsorship & a "donor love bomb" email!

#IWITOT

"It's comforting to know I'm making a difference & to know the impact my donation is making at this time. It's a human element that I'm absolutely in love with & connected to."

"Please continue to love your donors because they are very important people."

Bethany Smith #IWITOT