The Supporter Experience Blog
Insights & Ideas
Thoughts on customer experience, data strategy, and building purpose-driven organisations.
We are asking the wrong questions about AI.
And it deeply impacts the supporter experience. For the last couple of years, most of the conversations I’ve had about AI in our sector have circled the same word: can . Can it…
Context is everything: what UNHCR’s AI personalisation pilot teaches us
When UNHCR ran a pilot using AI-personalisated content, one market saw average gifts jump from $2 to $18.60. Nearly tenfold . Another market saw no income uplift whatsoever. Both…
What Ryanair can teach us about Customer Experience
Yes…really. If you are thinking that Ryanair has the absolute worst Customer Experience in the world, I’d be likely to agree. Did they at one point explore offering “standing…
Christians Against Poverty’s Experience and Engagement Dashboard
How do you measure supporter experience and engagement? That’s a big question with many answers. Ben Dunn, Supporter Experience Lead at Christians Against Poverty, spent 2021…
Engagement Scores: How to use them effectively
So, you know what Engagement Scores are. You know that they can provide rich insights on supporter engagement (if not, you can read this blog on the fundamentals of Engagement…
Supporter Centricity, Supporter Experience, and Supporter Engagement. What’s the difference?
scyther5/Getty Images Over the past ten years, these terms have been bandied around a lot in the charity sector. Some might call them buzz words. In fact, sometimes they have been…
Technology and tools for improving the supporter experience
All the context you need to have meaningful conversations with your technical teams and suppliers Over the past year, I have asked professionals in the charity sector what their…
Supporter Engagement Score Fundamentals
What engagement scores are and tips for developing one at your charity. If you’re reading this, chances are that you know what an Engagement Score is already. But in case you…
Why does the supporter experience matter?
What is supporter experience and why does it matter? And my top recommendations for making meaningful improvements (and thereby increase income) Supporter Experience is the term…
How the global pandemic might be the perfect opportunity to focus on the Supporter Experience
How the pandemic might be the perfect opportunity to regroup and refocus on the Supporter Experience And how a new online tool from the Chartered Institute of Fundraising can help…