Experience Management

How someone feels shapes how they behave.

Experiences are intangible, variable and incredibly powerful. To have the greatest impact on the world you must understand what motivates your supporters, how they feel about their interactions with you and how to influence their behaviour. Our unique combination of research, technology and understanding of emotional marketing will enable you to create engaging supporter journeys that lead to more action.

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    Experience Management Strategy

    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.

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    Great experience strategies deliver:

    • Improvement in Acquisition Optimisation
    • Retention
    • Lifetime Value
    • ROI
    • Build Brand equity AND Brand Advocates

    The six pillars of exception supporter experience;

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    Empathy mapping

    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.

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    “The supporter journey workshop was an incredibly beneficial experience and has helped to foster a better understanding of how we can engage people in the mission of Wayside. Drawing on the insight of people from across the organisation, including everyone from board members and the CEO to frontline social workers, will help to spread the responsibility of creating a supporter-centric organisation.”

    Laura Henry, Head of Marketing and Fundraising, The Wayside Chapel

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    More Emotions

    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.

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    Nudges - Behavioural Economics (BE)

    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.

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    More Engagement Platform

    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.

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    More Moves

    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.

Case-Salvos

Experience Management Case Study

The Salvation Army Eastern Territory worked with More Strategic to develop a three year strategy…
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  • Luke Bell
    “Today we’ve had a customer experience workshop run by the More Strategic team and it’s been amazing to put their new structure and their way of working in place to really look at our programs and the way that we engage our supporters from the supporter perspective and finding ways to make the supporter experience even better. It’s been terrific.”
    Luke Bell
    Previously Head of Relationship Fundraising, Oxfam now GM Fundraising Vision Australia
  • Laura Henry
    “The supporter journey workshop was an incredibly beneficial experience and has helped to foster a better understanding of how we can engage people in the mission of Wayside. Drawing on the insight of people from across the organisation, including everyone from board members and the CEO to frontline social workers, will help to spread the responsibility of creating a supporter-centric organisation.”
    Laura Henry
    Head of Marketing and Fundraising, The Wayside Chapel
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