2010 Customer Experience Impact Report
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Transcript of 2010 Customer Experience Impact Report
© RightNow Technologies, Inc.
Customer Experience Impact Report 2010
Consumers will pay MORE
85%of respondents stated they would be willing to pay
up to 25% MOREto ensure a superior customer experience
Great Experiences Get the Customer!
55% became a customer of a company because of their reputation for great customer service
40% began purchasing from a competitive brand because of their reputation for great customer service
Great Experiences Create Advocates
55% are willing to recommend a company due to outstanding service, more so than product or price
Great Experiences Drive Revenue
66% of respondents cited Customer Service as the biggest driver for encouraging greater spending
One Bad Experience Can Cost You
of respondents have stopped doing business with an organization due to a poor customer experience
82%
Why Did They Stop?
Respondents gave the following as reasons:
73% cited rude staff as the issue
55% cited issues that weren’t resolved in a timely manner
A Bad Customer Experience Leads to:
of respondents have taken action as a result of a negative experience and
79% told others about it
95%
Motivation for Telling Others?
85% wanted to warn others about the pitfalls of doing business with that company
Motivation for Telling Others?
66% wanted to discourage others from buying from that company
Motivation for Telling Others?
55% wanted to vent anger
Motivation for Telling Others?
24% wanted to see if the company would take action to resolve the issue
Returning After a Bad Experience?
92% noted they would consider going back IF:
They received a follow up apology/correction from a supervisor/corporate office (63%)
They were offered a discount (52%)
Shown proof of enhanced customer service (49%)
Impact of Social Networking
58% of respondents expect a response to a comment on a social networking site like Facebook or Twitter
And, even though 42% expect a response within a day, ONLY
got a response 22%
© RightNow Technologies, Inc.
rightnow.com