The Power of Gratitude:
Building Lasting Connections with Donors & Supporters

By Heather Wheeland

Posted November 26, 2024

As we enter the season of giving thanks, it's essential to extend that gratitude to your customers, donors, and volunteers.

In my 15 years of experience in customer marketing, I've observed that the most engaging programs and campaigns are those that recognize and thank individuals for their actions, rather than simply asking for more.

The Value of Recognition

Recognition plays an essential role in building customer loyalty. For example, 91% of consumers are more likely to engage with brands that tailor their approach to be personally relevant to them.

This principle applies just as effectively in the non-profit sector. An easy way to create a personalized message is by acknowledging and celebrating an action your supporters took. By adopting a personalized, friendly approach instead of a pushy sales tactic, you’ll create meaningful connections throughout your donor lifecycle.

Step 1: Nurture the Connection

This stage focuses on cultivating meaningful relationships by sharing thought-provoking and heartwarming content that resonates with your audience. Your goal is to make them care about your organization and demonstrate your impact.

You’re likely already engaging in activities such as organizing events, creating content, sharing on social media, and sending newsletters. These efforts help move potential donors from awareness to consideration stages in the donor journey. However, when someone takes action—whether it's attending an event or making a donation—that's a pivotal moment worth celebrating.

Step 2: Give Thanks

Once someone has engaged with your organization, it’s crucial to acknowledge their contribution. Here are some effective ways to express your gratitude:

• First-Time Event Attendance: Send a personalized thank-you email to attendees after their first event. Always highlight “what’s next” as well. More events coming soon? List them.

• Social Media Engagement: If someone shares or likes your content, respond with a heartfelt thank you. Acknowledging their support helps amplify your message. And if they disagree respectfully with your content? That’s great too. Acknowledge them with kindness and keep moving.

• End-of-Year Summary: Similar to Spotify's annual "Wrapped" feature, consider creating a visually appealing email that highlights the number of events attended or donations made by an individual. Use infographics to illustrate the impact of their contributions—this is especially effective in November as you gently remind them about year-end giving.

• First-Time Donation: Send a personalized email thanking new donors and sharing the specific impact their gift has made.

Step 3: Shift from Loyalty to Advocacy

By combining ongoing communication with personalized acknowledgments and moments of recognition, you foster loyalty within your community. When people feel they are making an impact—no matter how small—they are more likely to share their experiences with others.

This is where the magic happens: excited supporters naturally tell their friends and family about your organization. Over time, this word-of-mouth enthusiasm can lead to organic growth within your community, resulting in loyal and passionate donors and volunteers.

Conclusion

Incorporating gratitude into your engagement strategy not only strengthens relationships but also encourages advocacy. As we embrace this season of thanks, let’s remember that showing appreciation can transform casual supporters into devoted advocates for your cause.