10. Lesley Pinder – How to improve the supporter experience through better insight

10. Lesley Pinder – How to improve the supporter experience through better insight

At the heart of most fundraising success stories you find that the fundraiser(s) worked hard to better understand the supporter’s world. And unless you strive to understand and appreciate your supporters’ situation, it’s very difficult to consistently create great experiences. But doing this in practice is not always easy for busy fundraisers in busy charities. In this episode of the Fundraising Bright Spots podcast, Rob Woods talks to the Lesley Pinder who knows a great deal about the skills, issues and processes involved in gathering meaningful insight to improve the success of fundraising projects. Lesley is the Head of Supporter Experience at the British Red Cross and in this conversation she shares various distinctions she has made, including a clear three step process which makes insight-gathering easier to organise; she explains why we need to let go of the idea that there is ever one right answer and she explains several practical tactics you can use to better understand your own charity’s supporters.

Episoder(192)

195. Fortune Favours the Bold Fundraiser, with Ben Swart

195. Fortune Favours the Bold Fundraiser, with Ben Swart

That voice in your head - the one that says we don’t really stand a chance - is understandable but often wrong. And all too easily it creates a self-fulfilling prophecy.  Bright Spot trainer Ben Swart...

29 Apr 25min

194. Why Giving Days Keep on Giving, with Mel Bushell

194. Why Giving Days Keep on Giving, with Mel Bushell

If you've ever wondered whether a Giving Day might work for your organisation — or how to make an existing one even better — this is the episode for you.Mel Bushell is Director of Development at Winch...

9 Apr 29min

193. Small Shifts, Big Results, with Sarah Pryer

193. Small Shifts, Big Results, with Sarah Pryer

Relatively small shifts in what you say, and how you say it, lead to big differences in your fundraising results. Rob has always been fascinated by these distinctions and how they affect your applicat...

11 Mar 35min

192. Tenacious Fundraising: How to Keep Going When Funders Keep Saying No, with Sarah Tavener

192. Tenacious Fundraising: How to Keep Going When Funders Keep Saying No, with Sarah Tavener

Every fundraiser knows the sting of a donor saying “no.” An invaluable skill is knowing when to step back and when to learn, adapt and try again. In this encouraging conversation, Sarah Tavener, Head ...

27 Feb 29min

191. Brilliant thanking and stewardship, with Laura Elliott

191. Brilliant thanking and stewardship, with Laura Elliott

Obviously great fundraising involves building great relationships with your supporters and donors. But how do you do that in practice?One charity that has been making wonderful progress in recent year...

29 Jan 38min

190. Four Habits for Your Best Fundraising Year Ever, with Ben Swart and Rob Woods

190. Four Habits for Your Best Fundraising Year Ever, with Ben Swart and Rob Woods

If you'd like to make 2026 your best fundraising year ever, this episode is for you.Fundraising trainers Rob and Ben share four powerful habits that transform your results - without adding more to you...

6 Jan 36min

189. The Die Hard One - Four listens for any season, with Ben Swart and Rob Woods

189. The Die Hard One - Four listens for any season, with Ben Swart and Rob Woods

If you’d like handy tips and inspiring examples from our fundraising podcast in 2025, or ideas for what to listen to next, we recorded this special show for you. Fundraising trainers Rob and Ben pick ...

29 Des 202529min

188. The Comeback – Adapting strategy under pressure with Juliane Caillouette Noble

188. The Comeback – Adapting strategy under pressure with Juliane Caillouette Noble

In times of rapid change, all charities and social good organisations are having to adapt if we are to survive and continue to make an impact.The Sustainable Restaurant Association (SRA) has faced ple...

15 Des 202527min

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