Why is it important to offer customers choice?
Customers’ expectations are changing with respect to how they interact with organizations. According to Accenture Strategy, 73 percent of customers get frustrated when providers fail to offer convenient interaction methods. And 59 percent are frustrated when they can’t access the information they want in their channel of choice. That is the key word–choice.
The study also states that organizations who offer multiple channels have customers that are 15 percent more likely than digital-only customers to serve as advocates for those providers. This proves that digital capabilities and multi-channel experience are key to making customers happy.
Since our launch of online ordering for commercial title insurance, we’ve received wonderful feedback from customers about how easy it is to use, the quicker turnaround times, and the added support that the live chat function provides. We are definitely seeing an increase in ordering through this channel. In fact, online ordering is now the second highest used method of ordering with our commercial customers.
Have you tried ordering commercial title insurance online? Tell us what you think!