The people who are most likely to buy online are probably the least loyal and most price-sensitive. The younger generation is more inclined to be online, and they have less money, so they are more attuned to price.

The e-signature capability is growing, but it is not growing as fast as many people thought it would.

The first two times we met he didn't hurt me too much. I think he's gotten stronger since the last time we met, which is obvious.

It really boils down to giving users a choice in how they access your service. There is no one-size-fits-all with customer service. You have to meet each client on his or her own turf.

Self-service is a fine option that can help reduce costs and is great for convenience. But brokers typically want to be able to pick up the phone and call someone if they need service.

There is inevitably tension between cost and service, and the trick is to give clients the sense that you value the relationship without spending a fortune on staff and other tools. That's what is great about self-service tools.