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For 2004, we project growth of 5 million new U.S. financial e-service households, about 15% fewer newcomers compared to the 6 million added in 2003. Also, the rate of growth will slow to 18% from 2003’s 27%. Because 10 million households use electronic customer service but don’t bank online, it’s important to capture the email addresses of these users so you can communicate with them electronically. Only one top-10 U.S. bank currently allows users to opt-in for email communications even when the user is already providing their email address in the course of making a web-based inquiry
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