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"There's nothing specific on this letter that says, ‘This is what it means for you. This is how it would play out for you if this scenario, or that scenario, or this scenario.’ If I could Google these terms and figure out what they meant, it wouldn't really satisfy my specific questions about, ‘What does it mean for me?'"
Members expect to receive communications that apply to their specific product, circumstances and goals. They may be confused when receiving a general communication or one that doesn’t clearly indicate the action that’s required. When they encounter this, some members will seek out guidance directly from a Nationwide professional. And if they don’t get answers quickly, they may continue looking via other channels. This is an important occurrence to take note of. We can strive to deliver an effortless experience where members understand the communications they receive. We can deliver a personal experience when the communication is directed specifically to their unique needs. Our efforts to educate them with thoughtful instruction can make a effortless experience for our members and Nationwide.
