The Case for Good Stewardship

Transcription

1 The Case for Good Stewardship Robert Connelly Integral Theresa Rizzo Director, Supporter Services, IRC Susan Sink Vice President of Development and External Relations, AFT Moderator: Valerie Vierengel, Director of Donor Stewardship, ASPCA

2 HISTORY AND MISSION OF THE IRC The International Rescue Committee (IRC) was founded in 1933 at the request of Albert Einstein in response to people fleeing Nazi occupations during World War II. The IRC helps people whose lives and livelihoods are shattered by violent conflict and natural disasters to survive, recover and regain control of their future. We re at work in over 40 countries and in 28 US cities. Last year, there were 65 million people displaced by conflict. In 2016, the IRC helped over 26 million people through our programs and partner organizations. Speaker Name, slide #

3 IRC S DIRECT MARKETING PROGRAM ROBUST ONLINE/DIGITAL AND DIRECT MAIL PROGRAM. ACQUISITION PROGRAM IS ONLINE ONLY. DIRECT MAIL FOCUSES ON RETENTION, CULTIVATION AND UPGRADING. # ACTIVE DONORS TOTAL REVENUE K $36M K $52M +

4 IRC S STEWARDSHIP PROGRAM 1. ACKNOWLEDGEMENTS 2. DIRECT MAIL NEWSLETTERS 3. MONTHLY E-NEWSLETTER 4. ANNUAL REPORT 5. ONLINE WELCOME LETTER TO NEW DONORS 6. THANK YOU PERSONALIZED CARD FROM IRC PRESIDENT DAVID MILIBAND 7. INVITATIONS TO BRIEFINGS FROM THE FIELD Conference Calls AND OTHER IRC EVENTS 8. SUPPORTER SERVICES TEAM

5 IRC NEWSLETTER

6 THANK YOU CARD

7 ANNUAL REPORT AND INVITATION

8 IRC SUPPORTER SERVICES TEAM 1. All staff are refugees. 2. Within IRC s Direct Marketing USA Unit and is viewed as fundraising support. 3. Handles all customer service inquiries. 4. Serves as the link between donors, direct response fundraisers and the Operations team. 5. Sends paper acknowledgements to high-dollar donors; fulfills all requests for receipts/thank you letters. 6. Manages all back-end processes and donor requests for our sustainers and symbolic gift donors. 7. ARE LIVING EXAMPLES OF THE WORK OF THE ORGANIZATION CONNECT PEOPLE WITH THE MESSAGE.

9 IRC S SUPPORTER SERVICES TEAM

10 IRC S SUPPORTER SERVICES TEAM REFUGEE THANK YOU CALLER NOTE CARD

11 Refugee Story Insert My eldest son was shot in both legs at work my second son was kidnapped multiple times by local forces all four of our boys were likely to be kidnapped or killed by staying in Iraq so we fled to Syria all six of us stayed in a crowded basement storage room A year later we heard that we were accepted as refugees to resettle in the United States

12 IMPACT OF THANK YOU CALLS DONORS ACQUIRED IN 2015 WITH A FIRST GIFT BETWEEN $1000 AND $4,999 6 MTHS AVERAGE CUMULATIVE GIVING 6 MTH RETENTION RATE The thank you call MORE than doubled the second gift within six months rate, and the average giving. RECEIVED TY CALL $1, % NO TY CALL $ %

13 IMPACT OF THANK YOU CALLS DONORS OF $500+ IN 2015 Key preliminary conclusions: 2015 to 2016 retention of 67% (vs. 60% for similar donors with no contact) 2015 to 2016 revenue retention of 82.3% (vs. 66.7% for donors with no contact) Retention increases are seen across donor inception cohorts (newly acquired vs. on file for 1 or more years) Retention increases are seen across the primary gift type segments (unrestricted, emergency donors, symbolic gift donors). Retention increases are seen across all inception gift channels (approximately the same % lift for mailacquired vs. online-acquired donors) Multiple thank you/cultivation contacts appear to lift metrics more than a single contact, 81% vs. 74% revenue retention.

14 OTHER ACTIVITIES AND RESULTS: We USE REFUGEE STAFF S STORIES IN OUR DIRECT MAIL APPEALS: I cannot remember a day when my life felt peaceful in my homeland of Afghanistan.I knew I had no choice but to flee I was employed as an interpreter for the U.S. Army Taliban fighters threatened everyone who assisted anyone working with Americans

15 Pre-Call letter for sustainer campaign I can personally vouch for the lifesaving difference that donors like you make for people affected by crisis I was once a refugee my family was frequently harassed and threatened

16 When he was 8 years old, government soldiers awakened his family in the middle of the night and ordered them to leave Bhutan forever. they were given just one hour they waved their guns and kicked us until we started walking into the night.

17 OTHER ACTIVITIES AND RESULTS Refugee Staff also: Attend IRC events and share their stories with corporate sponsors and donors. Meet with potential planned giving donors. Have met with NYC Half Marathon runners fundraising for IRC. Share their stories in conversations with donors on the phone.

18 THANK YOU!