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
Voice Your Thoughts 🗣️
Our platform is open to anyone and everyone in the sector that has an opinion, idea, or resource they would like to share to help make our sector better. If you would like write and share something, pop an email over to hello@fundraisingeverywhere.com and we will support you every step of the way to share your voice.
Personalised event experiences can turn attendees into loyal supporters by making them feel individually valued and connected to your charity’s goals. When planning fundraising events, incorporating small personal touches—before, during, and after the event—can boost engagement and strengthen long-term commitment.
Let’s explore how you can create memorable, tailored experiences at each stage of your event to build deeper connections and lasting support for your cause.
Understanding Your Attendees
By gathering relevant data and segmenting your audience, you can plan experiences that resonate with the preferences and interests of each individual or group in your community.
Collecting Data for Personalisation
Start by identifying key data points that can help you understand your attendees, such as:
- Past Participation: Have they attended previous events or donated before? Boost excitement among returning supporters by recalling highlights from events they previously participated in. Consider providing incentives, such as discounted tickets, to inspire new attendees.
- Preferred Communication Channels: Some attendees may prefer emails, while others engage more through social media or text. Use the channels your supporters prefer most to increase their likelihood of reading and responding.
- Interests and Motivations: Learn what drives supporters to attend your events, whether it’s supporting a specific project, staying active, or meeting new people. Leverage these insights to inform your marketing strategy and event activities.
- Donation History: High-impact donors or participants who have raised significant funds may appreciate special recognition or exclusive event perks.
Use your event registration form and supporter surveys to collect more information about your attendees. As you do, be sure to maintain data hygiene by standardising formatting in your database and regularly auditing supporter profiles to identify any outdated or missing details.
Segmenting Attendees for Tailored Experiences
Categorise your attendees into distinct groups to target personalised elements more precisely. Consider segmenting them into categories such as:
- Top Fundraisers and Major Donors: Recognise these attendees and encourage their continued support by giving them exclusive perks or “VIP” access to your event.
- New Participants: Tailor a welcome experience for newcomers, such as a first-time attendee guide or designated support area, to help them feel more comfortable and included.
- Returning Supporters: Strengthen connection and loyalty among returning attendees by including shout-outs at your event or sending them free, exclusive event merchandise before they attend.
By collecting key data points and segmenting your audience thoughtfully, you lay the groundwork for delivering a personalised experience that feels genuinely meaningful to each attendee.
Pre-Event Personalisation Ideas
Explore these ideas to create personalised attendee journeys that begin from the first interaction:
- Customised invitations: Personalise invitations by addressing attendees by their preferred name, referencing past participation, or connecting to their interests. For example, remind previous attendees of their positive impact, or highlight how this year’s event relates to their past involvement or a specific project they support.
- Tailored registration options: Offer a flexible registration process that allows attendees to choose options that best suit their needs, such as registering individually, signing up with others, or participating virtually.
- Flexible pre-event engagement: Build anticipation by sending pre-event updates tailored to attendee groups. Engage attendees on social media with sneak peeks and shout-outs for returning participants, and encourage them to share their excitement with a unique event hashtag. This strategy not only builds a stronger community but also increases awareness and involvement.
These personalised pre-event touchpoints enhance engagement, helping attendees feel more connected to your charity and committed to supporting its mission before event day even arrives.
On-the-Day Personalisation Ideas
Consider these thoughtful event-day touches to make a lasting impression on each attendee:
Branded Welcome Kits
Provide attendees with personalised welcome kits, which might include:
- A name tag
- Branded merchandise like water bottles, hats, or stickers
- Samples or giveaways from event sponsors
These items create a sense of belonging for attendees during the event and serve as mementos they can continue to appreciate once the event concludes.
Technology for Real-Time Personalisation
Integrate event technology to add a personal touch in real time, such as:
- Event Apps: Use an event app where attendees can access the event schedule and receive personalised notifications.
- Interactive Leaderboards: Display real-time leaderboards for donations or other individual achievements to inspire engagement and friendly competition.
- Special Check-In Experiences: To enhance the experience of top donors or VIP guests and show appreciation for their support, consider providing dedicated check-in areas or fast-track options.
These personalised on-the-day experiences make participants feel recognised, valued, and engaged in ways that strengthen their commitment to your charity’s mission. By focusing on personal touches throughout the event, you create a day to remember—one that attendees will look forward to each year.
Post-Event Personalisation Ideas
After the event, personalised follow-up is key to building lasting relationships. Start with sincere thank-you messages highlighting each attendee’s unique impact to make them feel appreciated and valued.
Follow up with tailored content, like event highlights and impact stories, to show the difference each attendee’s support made. Share a post-event survey to collect feedback and demonstrate that your organisation is committed to continually improving its event experiences.
Finally, maintain supporter relationships by sharing exclusive updates, inviting them to future events, or providing other involvement opportunities they may be interested in. For example, you can ask previous attendees to serve as volunteers at your next event or join a dedicated social media group to connect with like-minded individuals who are passionate about your cause.
Personalised experiences turn your event into a memorable journey that strengthens support and deepens commitment to your charity’s mission. By incorporating personal touches before, during, and after your event, you turn supporters from passive participants into active champions of your cause.
As you plan, remember that personalisation doesn’t have to be complex. Even small charities with limited budgets can find ways to tailor event experiences for attendees. Start small, focusing on what resonates most with your audience, and watch as each personal touch builds a stronger, more engaged community ready to support your cause year after year.
Voice Your Thoughts 🗣️
Our platform is open to anyone and everyone in the sector that has an opinion, idea, or resource they would like to share to help make our sector better. If you would like write and share something, pop an email over to hello@fundraisingeverywhere.com and we will support you every step of the way to share your voice.
Caroline is an expert in trusts and foundations and major gifts fundraising and has raised millions for good causes. She runs LarkOwl with her partner Tony which supports charities with income generation from fundraising and commercial sources. She writes the Nest Egg, a fun and irreverent reader supported publication for fundraisers looking to supercharge their income generation activities and drive better results. Caroline is a regular guest host for the Bright Spot Members’ Club and her writing has been featured in Fundraising Magazine. For the past two years, she has co-curated Fundraising Everywhere’s Trusts and Major Donors conference.
If you’ve been wanting to register for Trusts and Major Donor Conference 2024, but haven’t been able to get budget sign-off from your manager, or you’re just not sure how to ask, Caroline Danks, conference co-curator, has written this brilliant letter. Copy, paste, and let’s get you there!
Dear Boss,
I’m writing to request a ticket to Trusts and Major Donors 2024.
It’s happening online at midday GMT on Thursday 12 December.
Please find below my reasons below / a business case for attending this event.
1. The Content
As a fundraiser working in the philanthropy space, I am very excited by every single session happening at Trusts and Major Donors 2024.
This year’s conference will focus on practical skills (following feedback from last year’s shindig).
The curators have been very intentional in matching speakers to topics. Beth and Caroline have been doing this work for a long time. They know the state of the sector and have both done major gifts and trust fundraising successfully in a number of different settings.
They know the topics we want to hear about (and the people who should be teaching them) – will you just look at those fabulous faces?!
I am especially excited to learn how:
Experienced trusts and foundations consultant Alicia Grainger organises her research;
Olivia Andrews approaches Monitoring and Evaluation AND tries to do it in an anti-racist way;
Philanthropy superstars Kevin Amponsah and Sarah Washington increase success rates and get face to face meetings.
Additionally, I want to hear:
Author and philanthropist Lisa Greer in conversation with Caroline about how donors and fundraisers can connect authentically
Lindsay Storie’s honest reflections on a career working with philanthropists (and how his thinking has changed)
A group of fundraisers talking about why they’ve remained in post for as long as they have – retention isn’t just for donors, it’s for staff too…
Matt Zeqiri sharing a fresh and creative approach to proposal writing.
The full programme is here with more details are being added all the time.
2. The Community
Being a fundraiser is hard right now.
I’m tired, you’re probably tired.
An afternoon away from Raisers’ Edge to connect with colleagues would be a welcome and necessary intervention in my weary fundraiser life.
Chatting with others and exploring new ideas together is energising and motivating. It’s exactly the boost I need right now.
Fundraising Everywhere’s recent research on Learning and Development in our sector revealed:
“a strong desire among fundraisers for opportunities that go beyond immediate work needs, especially in areas like well-being, networking, and career progression”.
So, before I slide into a vat of brandy butter and Michael Buble, I’d love some inspiration from fellow sector warriors so I can emerge from the fairy lights in January feeling fresh and excited for the coming year.
3. Ease Of Access
This is an online conference meaning it’s so much easier for me to go!
As well as being able to attend from the comfort of my Oodie (Or we could do a watch party as a team? I promise to wear actual clothes), there will be no need for you to stump up the cost of travel, accommodation or dinner in Wahaca on the way home.
All we need to cover is the price of the ticket (which is £75).
Because it’s online, I get to watch back the sessions I missed and / or my favourite sessions. Amazing!
4. ROI
We’re in the high value market so I don’t need to tell you that most of the gifts we solicit are in the range of four figures +
I’m totally confident that if I were to pick up only 1 golden nugget of advice from this conference and apply it (as many times as needed), it will result in one more gift than had I not attended.
That’s at least £1,000 more for (insert charity name).
But with so many incredible sessions, plus the ability to watch it back afterwards, I’m going to get multiple nuggets which will undoubtedly contribute directly to our success overall.
Fundraising Everywhere’s recent research backs this up:
“There’s no doubt that Learning and Development drives success.
In our research, 91% of fundraisers from growing organisations have engaged in training in the past 12 months…
This shows how learning doesn’t just help you grow professionally – it also has a direct impact on the success of your charity”.
The cost of attending is just £75 – a steal really when you consider the difference it’s going to make.
5. The Opportunity To Support Some Wonderful People
The team at Fundraising Everywhere are completely fantastic people. They’d never say so themselves of course, they’re far too modest.
If I attend this conference, we as an organisation get to make a statement about the kinds of people we want leading our fundraising training in the future.
Fundraising Everywhere have solid policies regarding inclusion that they ACTUALLY live by.
They pay every single one of their speakers, meaning that people who cannot afford to speak for free are not excluded from sharing their knowledge with others.
They actively seek out new voices and perspectives, prioritising experts from diverse backgrounds who have thus far been excluded from a traditionally very white / hetero / ableist sector.
They are conscious of the environmental impact of their work and take action to mitigate their carbon use.
They provide scholarships, training and free content for charities with limited budgets.
All of this not only results in better training for me (no one wants to hear the same old people repeatedly), but it encourages others to meet new basic standards of decency and humanity.
I would love to see (insert your org name here) committed to similar values.
To Recap
So all that being the case, will you buy me a ticket to Trusts and Major Donors 2024?
I would be forever grateful and promise not to leave to join (insert alternative charity name here) anytime soon.
With inestimable gratitude – thanks for being an awesome boss,
(insert your name here)
You can buy tickets to Trusts and Major Donors 2024 using this link.
Please note, this is an affiliate link meaning that LarkOwl gets 25% of all ticket sales bought through this link (which we will be spending on a barrel of the finest spiced rum).
Can’t wait to see you all there.
Voice Your Thoughts 🗣️
Our platform is open to anyone and everyone in the sector that has an opinion, idea, or resource they would like to share to help make our sector better. If you would like write and share something, pop an email over to hello@fundraisingeverywhere.com and we will support you every step of the way to share your voice.
As a One of Many™ certified leadership coach and trainer, Sarah Tite brings together many years of leadership experience with tools and techniques that help people face challenges with confidence. She is Director of Sarah Tite Coaching Ltd.
I was excited to have an opportunity to read and reflect on the findings of this important piece of research.
Let’s skip to the end of the report, pause and reflect on this ‘Organisations that prioritise L&D are more likely to have better fundraising performance’. Then head back to the beginning to look at who invested the time to participate in this research, nearly 60% were managers, heads or directors many of whom then went on to say that the reasons not meeting their L&D needs are because of time, capacity, head space and budget!
The Cost of Dedication: Overwhelm in the Non-profit Sector
Why am I skipping about because when you put these three findings together it raises a question for me about what the impact on junior and non-management staff is, if leaders who have privilege and power don’t prioritise or feel able to make space for personal development. Not discounting the impact on leaders who feel unable to put themselves first.
As a leader myself in the non-profit sector for the last 20 years, I have seen how people who choose this path are incredibly dedicated, working hard towards a cause they believe in, but this can come at a high cost when hard work slips in to overwhelm, stress and frustration, impacting on an individual’s self-confidence and performance.
I just want to invite you to reflect on the difference it could make to you and your teams’ performance, happiness and resilience if you role-modelled protecting time in your diary to focus on your own wellbeing. Imagine what could be possible 😊
12% of respondents had accessed coaching as part of their personal development.
Have you considered how coaching could support individual and team learning and development. Or have you dismissed it because of what you think it would cost!
I invite you to think again because while the benefits of coaching are many, from impact on an individual’s wellbeing to the ripple effect this has across teams and organisations. Research has shown that 80% of people who receive coaching report increased self-confidence, and over 70% benefit from improved work performance, relationships, and more effective communication skills. 86% of organisations report that they recouped their investment on coaching and more.
As a member of Fundraising Everywhere not only can you access their Confident Charity Leaders Programme of on-demand video content to help support you to lead with more confidence but also they fund a 30-minute coaching session with one of my charity experienced qualified coaches – this is an opportunity to give yourself permission to pause, to think and explore what is on your mind, helping you to deepen your thinking or think differently.
Benefits of Building Self-Confidence
The benefits of building self-confidence are clear because a mind free from doubt, acts rather than ruminates and procrastinates. This is important because feeling able to control one’s own workload, build healthy relationships at work and have open communication however difficult it may feel are all cited as areas that lead to work-related stress, if they are not managed properly.
Deloitte’s survey “Mental health and employers – The case for investment” revealed that organisations who invest in the mental health of their employees will see a return of £5.30 on average for every £1 invested, so putting wellbeing and personal development at the heart of organisations is self-evident for building workplaces where people thrive, not just survive.
Bringing awareness to a problem is the first step to creating change which is why I welcome Fundraising Everywhere’s commitment to creating change in the charity sector by investing in research that draws out what is present below the surface so it can be tackled head on.
How to Make L&D Work for You
At Fundraising Everywhere, our mission is to make learning and development simple, flexible, and impactful. We understand the challenges fundraisers face, which is why we’ve built a platform that meets you where you are. We’re always evolving, actively listening to your feedback and continuously finding new ways to support you. This year alone, we introduced four brand new conferences in direct response to the needs and requests of our Members.
L&D is about more than just learning; it’s about empowering you to succeed in your role and thrive in your career. And Fundraising Everywhere is here to support you on that journey.
Want to dig into the data of our recent research report on L&D in the charity sector?
Voice Your Thoughts 🗣️
Our platform is open to anyone and everyone in the sector that has an opinion, idea, or resource they would like to share to help make our sector better. If you would like write and share something, pop an email over to hello@fundraisingeverywhere.com and we will support you every step of the way to share your voice.
Written by Cam St-Omer Donaldson
Cam St-Omer Donaldson is Head of Member Engagement and Relations at Fundraising Everywhere.
At Fundraising Everywhere, we understand that learning and development (L&D) isn’t just important – it’s crucial for fundraisers who want to grow, succeed, and thrive in their roles.
But we also understand that accessing meaningful L&D opportunities can often feel challenging, especially with the demands of the job.
Our recent research reinforces this, showing that while fundraisers see the value of professional development, many face barriers like lack of time, limited capacity, and a need for more variety in learning formats.
That’s where we come in – making L&D not only accessible but also easy to integrate into your busy schedule.
Time: The Biggest Barrier for Fundraisers
One of the most common challenges highlighted in our research is finding the time for learning. 62% of fundraisers reported that time is the biggest barrier to pursuing L&D. Between managing donor relationships, planning campaigns, and dealing with day-to-day responsibilities, it’s no wonder finding time for training can feel impossible.
That’s why we’ve designed our learning content to be as flexible as possible. With Fundraising Everywhere, you can engage with training on your own terms, whether through live webinars or on-demand sessions that fit into your schedule.
Short, focused learning experiences mean you can get the insights you need without overwhelming your workload.
A Need for Variety in Learning & Development
Our research also highlights the need for variety in L&D. Fundraisers are looking for more than just one-size-fits-all training – they need content that reflects the wide range of skills required in their roles. That’s why we offer a wide range of learning opportunities to suit your needs, from bite-sized learning sessions to more in-depth courses. You choose what works best for you.
The Connection Between Learning and Charity Success
There’s no doubt that L&D drives success. In our research, 91% of fundraisers from growing organisations have engaged in training in the past 12 months. Those who invest in their development are more likely to meet their fundraising goals and stay in their roles longer.
One Member shared their experience with us:
“This training has been incredibly helpful. It’s led us to refresh our communication strategy, and that’s made a real difference for our organisation.”
This shows how learning doesn’t just help you grow professionally – it also has a direct impact on the success of your charity.
Supporting Your Growth Beyond Fundraising Skills
L&D isn’t just about developing fundraising skills – it’s about personal and professional growth. Our research revealed a strong desire among fundraisers for opportunities that go beyond immediate work needs, especially in areas like well-being, networking, and career progression.
Many fundraisers feel they lack the space to grow beyond their immediate role.
That’s why we provide training that supports your overall development, whether you’re looking to improve your work-life balance, build your network, or explore new career paths.
Our new Career Development Collection is a great example of how we’re providing fundraisers with the tools to explore new opportunities and advance their careers. Check it out here. ⬅️
Why L&D Matters Now More Than Ever
The findings from our research are clear: fundraisers who feel supported in their learning and development are more likely to thrive in their roles. Whether it’s overcoming the barrier of time, accessing varied learning formats, or building new skills, prioritising L&D can make all the difference.
For both individual fundraisers and organisations alike, investing in L&D isn’t just about achieving immediate goals. It’s about long-term growth and sustainability – for you, your charity, and the wider sector.
Third Sector recently highlighted these findings from our report, reinforcing the importance of L&D in driving both staff retention and performance across the charity sector. Check out the article here. ⬅️
How to Make L&D Work for You
At Fundraising Everywhere, our mission is to make learning and development simple, flexible, and impactful. We understand the challenges fundraisers face, which is why we’ve built a platform that meets you where you are. We’re always evolving, actively listening to your feedback and continuously finding new ways to support you. This year alone, we introduced four brand new conferences in direct response to the needs and requests of our Members.
L&D is about more than just learning; it’s about empowering you to succeed in your role and thrive in your career. And Fundraising Everywhere is here to support you on that journey.
Want to dig into the data of our recent research report on L&D in the charity sector?
Voice Your Thoughts 🗣️
Our platform is open to anyone and everyone in the sector that has an opinion, idea, or resource they would like to share to help make our sector better. If you would like write and share something, pop an email over to hello@fundraisingeverywhere.com and we will support you every step of the way to share your voice.
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