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Everything that is wrong with our retention programmes and how to put them right

Is anyone’s loyalty programme actually working (and, just to clarify, I’m using the more traditional definition of ‘working’ as you used to lose loads of donors but now you don’t)?

I’ve never met anyone (who wasn’t selling such a programme) who could answer ‘yes’. But that doesn’t stop us squandering enormous amounts of time, energy and money on an entirely unproven ‘best’ practise that’s making things worse. I know several fundraising directors who know for sure retention got worse after they introduced their loyalty programmes. But they continue to run them. It would be funny if it wasn’t tragic. untitled (more…)

Shouldn’t ‘Best’ Practises Do Better?

Have you ever noticed that no matter how hard you work, no matter how you segment your file, and no matter what ‘story’ you tell nothing ever changes? It doesn’t matter what agency you use or what you test, year in year out net result is predictably and depressingly, the same. Yes, there are shining exceptions, but they’re exactly that. On the whole our sector hasn’t seen real mission impacting growth since the 1970’s (in other words since before many of us were born!)

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