Experience Management

The job of a marketer, fundraiser or even CEO has changed – we are all now experience managers, creating extraordinary experiences that inspire people to do more. We have dedicated the past two  years to bringing the very best of commercial Cx programs to the Not for Profit sector. We work with Not for Profits and other social impact organisations to create a culture of true customer centricity and an integrated experience strategy that delivers measurable impacts.

At the very heart of delivering memorable experiences is the supporter journey. We have used design thinking to create empathy maps for more than 50 supporter journeys, Using our extensive research insights we can quickly build persona’s, develop empathy maps and all the “what if’s” for a trigger based journey that changes supporter behaviour.

Emotional marketing is the heartland of successful not for profits. Feel nothing and supporters won’t give. We’ll help you understand how your marketing strategies can maximise their impact by understanding emotions, high impact motivators and measurement of emotions. We’ll also provide simple storytelling techniques and tools to keep your campaigns focussed and differentiated to achieve real impact and engage your audiences and create tribes.

More Strategic is working with Behavioural Insight Team UK on a world first trial of a BE test and learn platform. The tests are designed using empathy mapping, an understanding of current academic behavioural economics test and Kahneman’s System 1/ System 2 thinking.   People make predictably irrational decisions. We are applying behavioural science theories such as social norming, anchoring and time discounting to decision making in volunteering, will making, event fundraising and supporter retention.

In partnership with leading experience management specialists Qualtrics, we have created a cutting edge More Engagement Platform to capture how your supporters feel in the moment that matters – and respond immediately. It’s no longer about BIG data but FAST data – data we can act on to change their experience. Ultimately it is how we can influence their experience that will change their behaviour and help us achieve our goals quicker.

Utilise predictive analytics to inform your supporters next move. The future is X data. Most reporting is O data – operational financial reports and transactional analysis. But if we want to understand what people will do in the future and not just what happened in the past, we must measure how they feel not just what they did. Using our Supporter Engagement Platform we can identify where someone is in their journey, what motivates them and opportunities to deepen their engagement with the organisation. We’ll help you identify all the information you need to develop an algorithm that can sit within your CRM informing your supporters next move.