Claire is a digital mobiliser, fundraiser, and campaigner. Having worked in engagement and mobilisation teams at Greenpeace, ActionAid, Cancer Research UK and Amnesty International, she joined more onion over eight years ago. Since then she has delivered dozens of engagement and supporter journeys projects with organisations of all sizes and has trained hundreds of charity professionals in the same.
Crafting Powerful Supporter Welcome Journeys
At More Onion, we’ve had the pleasure to work with charities of all sizes on welcome journeys to warm up, convert and retain brand new donors. Here are some insights from a decade of testing and learning:
What Is A Supporter Journey?
Just to start off with a quick definition to make sure we’re on the same page. We’re talking about a connected series of communications that feel like an ongoing conversation, instead of a seemingly random series of communications that might jump around topics and asks. Within a journey each email is created to meet a specific supporter need at that moment in time, balancing different types of asks, and evolving the narrative as the journey progresses.
Typically supporter journeys are primarily delivered via email, however most journeys also factor in other key channels such as post and phone.
The Value Of Supporter Welcome Journeys
That may sound like a lot of work. But here’s why it’s worth taking the time to invest in great welcome journeys.
- It’s much easier to keep attention than to acquire it in the first place. If you don’t engage people quickly – it could be too late.
- Recruiting supporters is expensive! A great supporter journey helps to make sure it’s money and time well spent.
- Optimise your recruitment work. A well designed journey creates lots of opportunities for engagement and conversion early in the relationship. This allows you to strategically assess the performance of your recruitment projects. You can pivot your recruitment work to prioritise sources that are turning into great supporters.
- Learn more about your supporters. There’s no better time to get to know a supporter than right at the beginning of your relationship. Learn what motivates them and what ways they’d like to support your work. By asking the right questions up front you can make sure you’re building great supporter experiences for years to come.
- Test, learn and get better quickly! Unlike most communications, welcome journeys are often automated which means they are scheduled to send X days after signup. This creates a fantastic opportunity to constantly review and improve your journeys based on real performance data.
Crafting Effective Welcome Journeys
When it comes to creating an effective welcome journey, there are a few key tips to keep in mind.
- Start where your audience is. The first few emails you send should be the same topic as the signup action – you can evolve the narrative in later emails if you need to.
- One email, one ask. If you have more than one thing to ask – send another email. If the ask isn’t worth its own email, it probably wasn’t worth sending in the first place.
- Remember to meet your supporter’s needs, not just yours. This might include building knowledge, feeling connected, seeing the impact of their gift, or building empathy. You can find out more about these types of emails in our engagement action and supporter journeys reports linked below.
- Be active. Don’t just talk at your supporters – involve them. The welcome journey sets the tone for your whole relationship, so if you just send broadcast messages without anything interesting or useful to do, they may quickly learn that it doesn’t actually matter much if they open your emails or not.
- Constantly test to improve. You can use optimisation testing (more resources below) on individual emails or entire journeys. This allows you to answer smaller questions such as what messaging to use within individual emails, as well as long term performance questions such as how often and how early to ask for (more) money.
Free Resources
You can learn more about journeys, engagement actions and optimisation testing on these free reports:
- Report: Great supporter journeys, and how to automate them
- Report: Deepen relationships with engagement actions
- Report: Optimisation testing
We hope you find these resources useful when it comes to creating your supporter welcome journeys.
If you’d like any hands-on support with your supporter journeys, reach out to us: claire@more-onion.com
