Are you still you?
To comply with changing laws and internal standards, Capital One launched a massive campaign to verify customer information. Unverified accounts would be closed, so this was the largest and most important campaign across the entire enterprise. Letters were intricately worded and heavily leveraged message management in order to apply to each individual cardholder. In all, hundreds of letter versions were created and sent to cardholders. The results were incredibly successful, as millions of accounts were updated and kept open.
The thing is…
Even Capital One makes mistakes. When this occurs, a Risk Event letter is sent to affected customers. Working closely with the legal team, customers were notified of the issue and its remediation while keeping in line with Capital One's and the Partner's voice. Turnaround time was only 10 days, so these letters received the full attention of everyone involved.