Welcome Back!

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Welcome Back!
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Relay Trivia!
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In the first two years, how much has Arlington
raised cumulatively?

• 269,000
• 395,000
• 500,000

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Which event released 100 beautiful lanterns into
the sky at luminaria?

• Bismarck-Mandan
• Tacoma
• Twin Falls

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Issaquah engages the youth in their event very
successfully. How much did the 56 youth teams
account for in the overall event fundraising?

• 24
• 37
• 47

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Reuel Johnson is a worldwide Relayer. In
addition to Relaying in 43 states, in how many
countries has he Relayed?

• 3 countries
• 5 countries
• 7 countries
• 9 countries

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As the 1 event in our Division,
Eugene/Springfield is alsoranked on global scale
at

• 12th place
• 8th place
• 19th place

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Grand Junction leverages their sponsor
relationships. What does the Doubletree Hotel do
as a sponsor?

• Offer food
• Comp the kickoffs and team meetings
• Have a team and hold monthly fundraisers at the
  hotel
• Answers 1 and 2
• All of the above

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What is the name of the program that helps you
engage graduating Relayers in your local events?

• College to Community
• Colleges Against Cancer
• Young Professionals of the Society
• Young Adult Cancer Fighters

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Gordy Klatt, Pat Flynn, Terry Zahn,and Jeff Ross
are all members of the National Relay for Life
Hall of Fame. Who else is a member?

• Dr. Bob Brodell
• Phylecia Wilson
• Mark Horoszowski
• Reuel Johnson
• 1 and 2
• 2 and 4

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Relay For Life entered two new countries in 2011.
What are they?

• Belgium and Zambia
• Honduras and Portugal
• Ireland and Germany
• The Netherlands and Zamunda

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The fastest growing country participating in
Relay For Life outside of the United States is..

• The Netherlands
• Honduras
• South Africa
• United Kingdom
• Canada
• Zamunda

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What TV shows have displayed the ACS or Relay for
Life logo?

• Extreme Home Makeover
• Cake Boss
• Americas Most Wanted
• Gossip Girl
• Ace of Cakes
• Deadliest Catch
• None of the above
• All of the above

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What is a very popular onsite fundraiser at the
Anchorage event?

• Harvest Your Colon Maze
• The Granny Panty Contest
• The Breasticle Festival

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The Many Aspects of Event Success(AKA Satisfying
our Relayers)Judy ReichlingNational Home Office
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The 2011 Relay SeasonWhat Have We Accomplished?
Feedback from approximately 90,000 Relayers A
greater emphasis on theRelay experience Continual
improvement Growth in the awarenessand usage of
this information
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2011 National Overview
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The Nationwide Overall Experience score for 2011
is 79
Overall Experience (Nationwide)

• Overall Experience has fallen by 1 point in
  consecutive years
• We are still performing fairly well, however
  there continues to be room for improvement as the
  2 point decrease from 2009 indicates

100
81
80
79

• Overall Experience is comprised of the following
  questions
• What is your overall satisfaction with this Relay
  For Life event as of today?
• How well did this event meet your expectations?
• How does this specific event compare to your
  concept of an ideal Relay For Life event?

2009
2010
2011
0
N 89,927
N 70,816
N 75,089
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What Experience looks likein the for profit
world
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At a National level more than half of events
declined in terms of experience
Events whose experience score rose
Events whose experience score fell
Comparison based on events with a minimum
sample size of 15 in both 2010 and 2011.
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Over half of events are doing a good job
2011
Overall Experience of 80 Overall Experience
from 80-75 Overall Experience less than 75

• 52 of events are delivering a good experience
• 48 of events show a need for improvement, with
  roughly 25 in critical need
• However, this isn't the full story

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Vigilance is the price of success
2011
2010
Overall Experience of 80 Overall Experience
from 80-75 Overall Experience less than 75
-6
3
3

• The percentage of events delivering a true Relay
  experience is falling
• Struggling events arent the only ones who are
  seeing a decline in customer experience
• This trend underscores the need for constant
  vigilance

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Top Priorities Areas
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Most Top Priority areas held steady in 2011

• Top Priority areas are those with a high degree
  of impact on the Overall Experience and
  relatively low performance scores
• Impact is determined through a series of causal
  models which identify relationships within the
  data

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Event Activities has the highest impact in the
Top Priority group
2010 - Event Activities 81
2009 - Event Activities 83
2011 Event Activities 80

• Games/activities for children and Team
  Activities are the lowest scoring of all event
  activities
• Games/activities for children and team
  activities could be improved by mimicking events
  who have succeeded in these areas

Many of the children's activities were late at
night, it would have been nice to have a few
earlier in the evening, or the next morning for
those who had younger children walking.
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Scores in the Event Image category stayed about
the same or decreased slightly in 2011
2010 - Event Image 85
2009 - Event Image 85
2011 Event Image 84

• Event Image scores very well, but any decrease
  is worth monitoring given the impact it has on
  Overall Experience
• Moving and inspirational, Fun, and Unique and
  different slightly decreased since 2010

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Event Experienceby Participant Type
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Team Captains are once again the least satisfied
group, but they arent alone

• Team Member and Caregiver scores have dropped in
  consecutive years
• Committee Members and Survivors tend to have the
  best experiences
• Sponsors were included as a new group

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Event Experienceand Fundraising Success
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Event Experience Drives Performance

• A positive event experience translates into more
  successful events
• The more data we have, the easier it becomes to
  illustrate that relationship
• Evaluated 2,800 events from 2009 to 2010
• Compared events that improved (1,214) to those
  that declined (1,586)
• Focused on change in participation and revenue

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Event Experience Drives Performance
Declining experience
Improving experience

• 0.4 growth in participation

• 9.7 growth in participation

• -3.7 drop in gross revenue

• 2.5 increase in gross revenue

• So, the cumulative effect is
• A 10 swing in participation
• A 6 difference in revenue

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Emotional Sentiment
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We are not hitting the mark in all of the
emotional areas
Positive Sentiment 76

• We are doing a good job of contributing to
  providing Hope, Pleasure and Inspiration to
  participants
• We are less successful at making participants
  feel Valued, Empowered or Important
• Few participants feel Pleasantly Surprised by
  their experience
• I believe in the Mission and the concept of
  Relay. Is partially me, but the event is getting
  a bit stale. Need something different to spice
  things up and get people enthused again.

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Customer Experience by Event
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Top Scoring Eventin Priority Areas
RFL - Tacoma RFL
RFL - Yellowstone RFL
RFL - Grays Harbor RFL
RFL06 - Arlington RFL
RFL - Yuma
RFL - Anchorage RFL
RFL - RFL Cowlitz/Wahkiakum (WA)
RFL - Grays Harbor RFL
All events here have survey responses with n gt
30, except for ACS Support (n 12) and Caregiver
Activities/Program (n70)
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Building for SuccessJulie BricknerSenior
Director, Implementation Innovation(aka
All-Around Rock Star)National Home Office
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What is Trust?

• Trust is having confidence.
• Trust creates speed!

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• Behavior 1 -- Talk Straight
• Behavior 2 Demonstrate Respect
• Behavior 3 Create Transparency
• Behavior 4 Right Wrongs

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• Behavior 5 Show Loyalty
• Behavior 6 Deliver Results
• Behavior 7 Get Better
• Behavior 8 Confront Reality

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• Behavior 9 Clarify Expectations
• Behavior 10 Practice Accountability
• Behavior 11 Listen First
• Behavior 12 Keep Commitments

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Tying it all together
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A Special Thanks

• Our Esteemed Panel
• Our Forum Facilitators
• General Session Keynotes
• The AMAZING Hotel Staff

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Upcoming

• The Relay Experience
• Until 515 (go right now) to set up campsite
• Dinner starts at 530 in Snoqualmie Ballroom
• WEAR YOUR RELAY FLAIR
• Prizes for best campsite costume
• Checkout for tomorrow
• Before first session, bring your luggage down to
  Washington Ballroom
• We have flight info and shuttles will be
  available

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