2010 Customer Experience Impact Report
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Also see: Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service
Description
The 2010 customer experience impact report cited that 82% of consumers have stopped doing business with a company as a result of a negative experience. What is different from years past is that companies now understand this phenomenon and have seen the impact that a negative experience can have on its reputation and bottom line (heard of “United Breaks Guitars” anyone?). Companies invest in customer service to avoid bad experiences, but what is the impact of a positive one? The 2010 Customer Experience Impact Report, commissioned by RightNow and conducted by Harris Interactive®, unveiled some significant results on how much consumers are willing to spend to ensure a superior custo...
Also see: Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service
Oct 13, 2010
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