Mar 1, 2007
The customers said they swear, shout, get headaches, and even cry as a result of negative experiences with the companies they buy from. Worse, from a management perspective, they never do business with the same company again.
The Customer Experience Impact Report, conducted by Harris Interactive and sponsored by RightNow Technologies, reveals how bad experiences tangibly affect both customers and companies. It also indicates that providing positive customer experiences is a fundamental requirement for market success.
In fact, respondents cited, "outstanding service," as the number one reason why they would give more of their business to one company over another. It ranked ahead of both lowest price and best quality. Among the other findings are:
Harris Interactive fielded the study via its QuickQuery online omnibus service and interviewed a nationwide sample of 2,551 adults. The data was weighted to be representative of the total U.S. adult population on the basis of region, age within gender, education, household income, race/ethnicity, and propensity to be online.
For more information and complete study results, visit www.rightnow.com.
Topic: Business Strategies
Related Articles: customer service
Article ID: 98
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