The Smith Family is set to reveal how it responded to its bank changing policy on dishonoured credit cards at the upcoming Fundraising Forum.

The Smith Family’s National Manager Customer Experience and Supporter Operations, Dylan Rose, will reveal how his organisation managed saved around $1.6 million in regular giving revenue from dishonoured credit cards at the upcoming Fundraising Forum.

After honouring rejected pledges for years, in 2017 The Smith Family’s (TSF) bank changed its policy, effectively passing the problem back to the charity.

TSF suddenly needed to connect with 3,500 donors over a six-week period, so the team executed a multi-channel campaign that saved $1.6 million in likely lost revenue.

The learnings from this challenge were many and led TSF to establish an ongoing program to ‘save’ credit card donations likely to be dishonoured. It’s a sophisticated combination of human and automated communications, which has seen retention rates shoot up and income grow.

At the conference, Rose will explain how offering donors multiple ways to interact about a sensitive topic, like rejected payments, has led to a richer customer experience and better fundraising results.

Learn best practice donor retention at the Fundraising Forum

Want to build donor loyalty? Then you can’t afford to miss the 2019 Fundraising Forum on 21-23 August, which will show you all the leading thinking, practice and evidence around donor retention. Don’t miss out! Click here for more information and to register.

Rose’s session is part of a series of case studies at the conference focused on building donor loyalty and securing more donations from loyal supporters.

Along with the sessions on retention and development, the Fundraising Forum will feature talks and case case studies across a range of areas of fundraising practice, including donor acquisition, gifts-in-wills, digital fundraising, integration, strategy and more.

The conference will be held at Sydney’s Sofitel Wentworth on 21-23 August. An earlybird discount is available to F&P subscribers who register and pay for the conference and both masterclasses before 25 July, saving up to $577.25 off the regular price.

Want to build donor loyalty? Then you can’t afford to miss the 2019 Fundraising Forum on 21-23 August, which will show you all the leading thinking, practice and evidence around donor retention. Don’t miss out! Click here for more information and to register.

print
X

Already a subscriber? LOGIN HERE

F&P brings you all the latest in fundraising including case studies, best practice, strategy, trends and benchmarks, thought leadership & industry insights.

PRINT & DIGITAL OPTIONS

subscribe now

  • Latest print and digital magazine edition delivered to your door, computer, tablet and mobile
  • Multi-user subscription packages at a nice price so all your staff can enjoy F&P
  • Online access to all our archived magazine articles
  • Fortnightly enewsletter
  • 20% discount off F&P conferences (save hundreds, maybe thousands of dollars a year)