Report: RightNow's 2nd Annual Customer Experience Impact Report
Overview
Negative experiences had a bigger impact during 2007. Results show that 80 percent of consumers will never go back to an organization after a negative experience, up from 68 percent in 2006.
The upside: service continues to be a huge differentiator. 51 percent of respondents cited outstanding service as the top reason they continue to do business with a company. Another 60 percent said it was the top reason they would recommend a company.
Based on results from the second RightNow sponsored survey conducted by Harris Interactive of U.S. adults, this report examines how consumers engage with companies, both online and via phone, what frustrates and pleases them and how customer experiences impact their thoughts and actions. This report also uncovers regional differences in how consumers engage with companies and react to various customer experiences.
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