
Crash! Auto Insurers Hit A Brick Wall When It Comes To Delivering A Superior Online Customer Experience
intelliresponse THE CUSTOMERRESPECT GROUP Crash! Auto Insurers Hit A Brick Wall When It Comes To Delivering A Superior Online Customer Experience According to Comscore's 2011 Auto Insurance Shopping Report: 37,000,000 ONLINE AUTO QUOTES IN 2010 20%F OF 18-34 YEAR OLDS 40% of Customers choose the web as their preferred method of communication (Tempkin Group Consumer Channel Preferences Study) had changed auto carriers in the previous 12 months 50% of Customers say they are dissatisfied with their online experiences (Forrester Customer Experience Survey) Consumers judged only 3% of the websites they visited as excellent (Forrester Customer Experience Surwy) What are you doing to ensure a positive online experience for your customers? THE BOTTOM LINE: The online experience is very important for consumers. Buying patterns have changed and will never retum to the dominance of a local agent sitting down to explain the options. Consumers have less patience with poor websites due to a much broader experience of what is possible online.
Crash! Auto Insurers Hit A Brick Wall When It Comes To Delivering A Superior Online Customer Experience
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