Customization vs. Personalization

Customizationvs.Personalization

Happy New Year, readers! I hope 2015 brings you great things!

Now, for the first post of the new year, starting with an important question:

Why do donors keep giving to a cause? Because we make them feel special! 

That’s a simple reason, but it’s true!

How do we make them feel special? I’ll tell you one way we wouldn’t make them feel special: if they gave us $1,000 and we wrote a thank you letter to them that said “Dear Friend…”. No! That was part of a long-gone era of fundraising; what Fraser Green would call the “Industrial Age of Fundraising”. We’re now in what Mr. Green would call the “Post-Industrial Age” of Fundraising. The idea of pumping out a million things that look exactly the same – case in point: thank you letters written to the same “Friend” – don’t appeal to our donors. What do we do? We customize.

So our thank you letter now – thanks to mail merge – starts with “Dear Jane…”. Satisfied? YES!

NO!!! I sat down with an acquaintance recently and he commented on a fundraising video he’d received from his alma mater. It was innovative, it was different, and it was customized! The email he’d received had a subject line with his name in it! The body of the email had his name in it! The video had his name in it! I was rejoicing! Great work, alma mater!

You know what he said? It creeped him out. Why?! I asked, full of despair! He said that all that video told him was that his alma mater paid a lot of money to a video company and that they had a database full of information about him. That’s when I realized:

It was customized, but it wasn’t personal.

We’re past the age of customization. Having the technology to insert someone’s first name into something is no longer innovative. Taking the time to write a personal note, acknowledge something specific to a donor, hand-address an envelope… that shows something. It’s not necessarily innovative, in fact it’s pretty old school, and that’s why it’ll cut through the rest.

What do you think???

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Written by Maeve Strathy

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Maeve is the Founder of What Gives Philanthropy and has been working in educational fundraising for the past seven years. Click here to learn more about Maeve.

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