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Insights
Do you want to understand more about what makes an excellent supporter experience? Why it's so important to encourage feelings of loyalty in your supporters, and how you can optimise your experience to make that happen?
Read on for insights, advice and guidance, hand-picked by us, to help you:
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Take practical action to improve supporter experience
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Learn from charities already measuring and taking steps to improve their supporter experience
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Empower senior leadership and team members to adopt supporter experience across your organisation
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Unpack exactly what makes an excellent experience, for charities across the globe
And much more...
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A cuppa with: Sally Wintle, Research, Data and Insights Manager
I sat down with Sally, our new Research, Data and Insights Manager, for a cup of tea and some quick-fire questions about what makes the...
Kay Harrison
Aug 216 min read
The other ‘L’ word: loyalty and lapsed supporters
Lapsed supporters aren’t really lapsed. It’s become one of those words which has been cannibalised beyond its original meaning. To lapse...
Richard Spencer
Jul 243 min read
5 key takeaways from the Supporter Experience Summit 2025
One sunny June day in London, a roomful of supporter experience professionals came together for the Supporter Experience Summit 2025....
Kay Harrison
Jun 303 min read
Excellent experiences for small charities: insights from International Nepal Fellowship
When it comes to supporter experience, being small is a super power.
Kay Harrison
Jun 262 min read
The power of sharing: lunchtime with a supporter experience twist!
More heads are better than one: sharing stewardship magic across The Chase Index When you’re part of a global community, the chances to...
Kay Harrison
Jun 182 min read
Supporter commitment: "I'm Reading 'til I die..."
I was one of the last to leave the stadium on the last Saturday of the season. 20,000 people had already departed, leaving me, a few...
Roger Lawson
May 213 min read
The power of listening: British Red Cross on navigating supporter loyalty
Whether you’re asking over the phone or on your donation forms, the power of listening really can transform your supporter experience.
Kay Harrison
Jan 282 min read
Six essential steps to improving your supporter experience
This model highlights the six key areas to focus your efforts and transform your charity into a supporter experience superstar.
Natasha (Tash) Evans
Jan 233 min read
Empowering leadership to grow loyalty – and long-term income – at Breast Cancer Now
Follow these tips to gain leadership support and build long-term supporter loyalty – just like Jenna’s team at Breast Cancer Now.
Kay Harrison
Jan 162 min read
One year on: Launching a supporter experience strategy at Dementia UK, and what I’ve learned
Pick up some top tips from Giannina Walsh, Supporter Experience Manager at Dementia UK, to help you shape your own SX strategy.
Kay Harrison
Dec 11, 20242 min read
Part of the family: the “Animals Asia approach” to working together and creating outstanding supporter experiences
Part of the family: the “Animals Asia approach” to working together and creating outstanding supporter experiences.
Kay Harrison
Dec 10, 20242 min read
Loyalty Day 2024: how good is your supporter experience?
View the recording for Loyalty Day 2024: How good is your supporter experience?
Kay Harrison
Dec 5, 20242 min read
How can we grow supporter loyalty together? Senior charity leaders discuss
Last year's Loyalty Day event focused on collaboration and growing supporter loyalty together . We wrapped up the day with a roundtable...
Kay Harrison
Jul 18, 20245 min read
Spotlight on Barnardo's: integrating supporter journeys to improve the supporter experience
We heard from Mike Dore, Senior Integration Manager at Barnardo’s, about their One Supporter Journey intiative.
Richard Spencer
May 29, 20244 min read
Because of structure, not despite: joining up the supporter experience with The Children’s Society
As part of last year’s Loyalty Day , we welcomed Joe Jenkins, Executive Director of Social Impact at The Children’s Society, to share how...
Richard Spencer
May 2, 20242 min read
Joining forces to grow Legacies: how we launched the first ever legacy TV campaign at Barnardo’s
By Sarah Dalling, Senior Legacy Marketing Manager, Barnardo's At Loyalty Day 2023, Lucy Richardson, Legacy Marketing Manager, and I...
Sarah Dalling
Mar 25, 20244 min read
Leading with integrity to grow supporter loyalty with EW Group, Equity, Diversity and Inclusion (EDI) specialists
Leading with integrity to grow supporter loyalty was the focus of DEI specialist Isha Sadiq, EW group, at our Loyalty Day 2023.
Richard Spencer
Mar 7, 20243 min read
Building a supporter-centred strategy with Macmillan
“It’s critical we create a vision that is shaped by the people and communities we serve.” Nurturing emotional loyalty with your...
Richard Spencer
Feb 26, 20243 min read
Watch on YouTube: Loyalty Day 2023
Our recent Loyalty Day 2023 event is now available to watch on demand via this YouTube playlist . It was fantastic to see so many join us...
About Loyalty
Dec 21, 20231 min read
Growing loyalty in a small charity
In our latest Insight, About Loyalty founder and director Roger Lawson recaps the panel discussion he led at the CIOF Fundraising...
Roger Lawson
Aug 22, 20234 min read
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