First published 10 Oct, 2018 Supporter engagement is a hot topic. At a time when fewer donors are donating more, everyone’s competing for share-of-pocket and striving to be supporter-centric. But are we doing it well? I don’t think so. I had my wake-up call when I looked at a report from our Supporter Care Team. I realised our most common phone call (by a long way) was from supporters wanting to unsubscribe. This meant two things: 1) we clearly weren’t engaging with supporters effectively if their response was to unsubscribe; and 2) our online unsubscribe wasn’t meeting our supporters needs if they had to phone or email us. So how…

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