good bites on events 14 09 10 final

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Welcome and introduction Chris Norman, Strategy Director In association with:

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Want to directly influence your supporters’ behaviour? Give them an ongoing sense of belonging, helping them to feel part of something special, and you can. From fundraising and spreading the word to turning up and getting involved year-on-year, emotional experiences drive decision-making. Simple in theory, yet all too often charities leave their supporters feeling isolated by delivering process-driven supporter journeys, without due consideration for why people choose to support their valuable cause over thousands of others. With events and community fundraising major income generators for charities, it goes without saying that it is important to get this bit right. Charities need to deliver contact strategies that win (and keep) the hearts as well as minds of its supporters, in order to reap long term financial benefits.

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Page 1: Good bites on events 14 09 10 final

Welcome and introductionChris Norman, Strategy Director

In association with:

Page 2: Good bites on events 14 09 10 final

Charity events have come of age

• Significant growth in charity events over the last 10 years

– increasingly difficult to recruit committed givers led to increased investment in events

– Change in the desires of prospects

– Brand led charities

– Success of events (over 15-20% of the largest charities income) has led to smaller charities investing in events

The valley of deathSusan Supporter

Dorothy Donor

2010

Page 3: Good bites on events 14 09 10 final

But we face some serious challenges

• Commercial brands in our territory – Nike, Ben and Jerry’s, Red Bull, Innocent, Cadbury, Doritos

• BBC charity events

• Greater competition within the sector

• Evolving to reflect the desires of the ‘new’ generation of supporters Baby Boomers, Gen X, Gen Y, Millennials

Susan Supporter

Dorothy Donor

2010

Page 4: Good bites on events 14 09 10 final

“Over the last 50 years the economic base has shifted from production to consumption. It has gravitated from the sphere of rationality to the realm of desire; from the objective to the subjective; to the realm of psychology”

New York Times February 2000

Success depend on understanding the world we work in

Page 5: Good bites on events 14 09 10 final

Charity events happen in the real world

Old Economy

Product economy

Slow development to market

Focus on production and process

All about numbers

Driven by need

New economy

Experience economy

Fast development to market

Focus on brands and emotions

All about connections and relationships

Driven by desire

Corporate brands

Less about product more about emotional connections and long term relationships with the brand based on values

More about product and the process of extracting money and time through a transactional relationship

Some Charity brands

Page 6: Good bites on events 14 09 10 final

• Attract past and prospective participants through emotional connections with the event, the brand and the cause

– Grow, or launch, in a more competitive market

• Maximise income and retention through meaningful and valued relationships for the whole journey and beyond

– Increase repeat participation

– Deepen involvement

– Increase average income per participant

– Increase influence of participants on their peer group to take part or support the event

A future based on connections and relationships

Page 7: Good bites on events 14 09 10 final

Participant’s emotions 1996

Excited

Inspired

Moved

Determined

Energised

Motivated

Signing up

Excited

Isolated/lonely

Nervous

Determined

Intimidated

Overwhelmed

Confused

Pre event

Relieved

Achievement

Fatigued

Harassed

Deflated

Overwhelmed

Post event

Page 8: Good bites on events 14 09 10 final

Participant’s emotions 2009

Excited

Inspired

Moved

Determined

Energised

Motivated

Signing up

Excited

Isolated/lonely

Nervous

Determined

Intimidated

Overwhelmed

Confused

Pre event

Relieved

Achievement

Fatigued

Harassed

Deflated

Overwhelmed

Post event

Page 9: Good bites on events 14 09 10 final

DE

SIR

EN

EE

DS

Evolving connections and relationships

“It is my duty to give to charity”

Cultural relevance

Meaning

“X charity is a modern dynamic brand reflecting me and my life”

=Loyalty

“X charity can also guess my other needs when it come to supporting a cause”

I need it I want it I will take it I will take more

Emotional connection

“I will feel good being involved with X charity”

Page 10: Good bites on events 14 09 10 final

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Page 17: Good bites on events 14 09 10 final

The emotional connection –every step of the way

Cancer Research UK Race for Life

Natasha Samek, Planner

Page 18: Good bites on events 14 09 10 final

“If you could bottle the day’s experience you’d make a fortune. A unique balance of remembrance and

celebration.”

Page 19: Good bites on events 14 09 10 final

But there’s much more to the race experience than the day

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Page 20: Good bites on events 14 09 10 final

The sum of all these brand connections create the lasting impression of Race

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Page 21: Good bites on events 14 09 10 final

Process-driven journey lacking in emotional connection: dampening spirit of Race for Life brand

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Page 22: Good bites on events 14 09 10 final

At what cost?

• Perceived as a once in a lifetime event: no need to take part every year

• Key barrier to entry (sponsorship) amplified

• Energy and excitement lost – significant effort (and cost) required to re-energise in following year

• Not addressing (industry) decline in sponsorship rates

• Lack of loyalty – limited protection against new competitors

Page 23: Good bites on events 14 09 10 final

Solution: inject emotion throughout Race for Life

Emotional engagement

Time

FUN

BELONGING

CELEBRATION

EMPATHY

EXCITEMENT

And continue the

journey!

Page 24: Good bites on events 14 09 10 final

Moving from…

Supporter JOURNEY Supporter EXPERIENCE

Focus on efficiency of process

Focus on driving emotional connection

and relationship

Race for Life - on one day Race for Life – for life

Page 25: Good bites on events 14 09 10 final

And ultimately growing retention, recruitment and revenue

• Addressing key barriers and strengthening motivations to repeat participation:

– Belonging – enhancing sense of community

– Creating personal relationship between Race for Lifers and the brand

– Sense of loyalty

• Heightened motivation to fundraise, bring supporters, recruit, others

• Talkability!! – WOM key driver of recruitment

• Merchandising and sponsorship opportunities

• Brand extensions

Page 26: Good bites on events 14 09 10 final

Reliving the emotion of the day: Race newsletter

Page 27: Good bites on events 14 09 10 final

Demonstrating genuine thanks: video viral

Page 28: Good bites on events 14 09 10 final

Human values and motivations

Jules Cooper

MD and Lead Trainer

Jules Cooper Ltd.

Page 29: Good bites on events 14 09 10 final

• From donors to people

– Donors transact, people have emotional desires

• From product to experience

– Products fulfil needs, experiences fulfil desires

• From identity to personality

– Identity of recognition, personality is character and charisma

• From communication to dialogue

– Communication is telling, dialogue is sharing

• From service to relationship

– Service is selling, relationship is acknowledgement and respect

5 steps to building emotional connections and relationships with your audience

Page 30: Good bites on events 14 09 10 final

Good Bites…on events

Any questions?

In association with: