- [04:38] According to a recent survey from Forester, once consumers tried digital banking 59% of them said they planned to continue using that tool even when the stay-at-home restrictions were lifted. They didn’t give digital solutions great ratings across the board. Online customer support had a net satisfaction of just 29%.
- [10:14] This concept of digital-first doesn’t mean digital-only. Digital-first needs to continue to be all about member choice and however the member wants to connect with us.
- [14:01] Direct mail is still a proven way to connect with members. We know that members trust direct mail more than email. They are 20% more motivated to respond to a direct mail offer than one they respond via email. Research shows they are likely to hold onto direct mail for weeks, 17 days at the average hold time.