Building a supporter experience manifesto and team behaviours
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Talk Details
The manifesto that nearly didn’t happen: building a supporter experience that sticks
Most charities have a supporter promise somewhere. Far fewer live it day to day.
In 2024, Prostate Cancer Research and Thread Fundraising set out to build a supporter experience manifesto. We had good ideas. We had energy. And then the day job took over, and it quietly ran out of steam.
This is the honest story of what happened next. Why we came back to it. Why our first draft was too vague to be useful. And how we rebuilt it with the whole public fundraising team, not as a document to admire, but as a set of behaviours people could actually do on a Monday morning.
Harry Ellison (PCR) and Craig Linton (Thread Fundraising) will share the process, the pivot, and the two specific actions we’ve picked as our starting point. Small enough that everyone can do them. Big enough that, done consistently, they start to change the supporter experience.
You’ll leave with a practical, honest take on building (and restarting) a supporter experience culture in your own charity – starting with the little, big things rather than trying to do everything at once.
Key learnings from this session:
- What a supporter manifesto and behaviours document is and why it matters.
- How to create your own set of documents.
- A framework to find the key things that you can action today to improve supporter experience.
Speakers
Harry Ellison
Head of Events & Community
Craig Linton
Founder
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