What is the BEST way to inform customers about product changes due to a merger?

Mailing revised disclosures with a letter explaining changes is considered the best approach to inform customers about product changes due to a merger. This method provides a clear and direct way to communicate with customers, ensuring they receive the necessary information about how the merger affects their accounts and services.

By sending a letter alongside the revised disclosures, you are not only informing customers of the changes but also encouraging them to understand the specifics of how these changes may impact them. This proactive communication helps manage expectations and builds trust with customers, as they feel their needs are being considered during the transition.

Furthermore, this approach allows the organization to provide detailed explanations, answer potential questions, and offer reassurances regarding the continuity of service or any new features. This level of transparency is crucial in maintaining customer satisfaction and loyalty, especially during periods of significant change like mergers.

In contrast, merely sending a notice with the first statement after the changes may not provide enough context, and a periodic statement message could get lost in the regular communications customers receive. Opting for no disclosure does not align with best practices in regulatory compliance and customer service.