Caroline Willard, vice president of markets and strategy for CO-OP Financial Services, introduced the THINK 14 General Session audience to the values of the millennial generation:
- Millennials see the benefits of both banks and credit unions.
- They embrace disruption.
- Amazon is their favorite company because of its superior customer experience.
- They give 6% of their monthly income to charities.
- They're less trusting than previous generations.
"For millennials, everything starts with authenticity," Willard said. Millennials still believe banks have the advantage in the range of services and online platforms, but credit unions have the edge on trust. To reach millennials, Willard said, credit unions must offer choice, convenience, and connection.