Just Published! The 2011 Customer Experience Impact Report
Discover Insights into the Consumer and Brand Relationship
Based on a survey commissioned by RightNow and conducted by Harris Interactive, this brand-new report reveals facts about what consumers are looking for and identifies concrete actions that brands can take to keep the connection with consumers alive and well.
A few of the findings:
- Only 1% of consumers feel their expectations for a good customer experience are always met.
- 86% of consumers will pay up to 25% more for a better customer experience.
- 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.
- 89% of those surveyed who stopped doing business with an organization due to a poor customer experience began doing business with a competitor.
In a world where customer experience has become a critical differentiator, can brands afford not to deliver an exceptional customer experience?