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Customer Experience Impact Report 2010
Consumers will pay MORE 85% of respondents stated they would be willing to pay up to 25% MORE to 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 82% of respondents have stopped doing business with an organization due to a poor customer experience
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: 95% of respondents have taken action as a result of a negative experience and  79% told others about it
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, ONLYgot a response  22%
rightnow.com

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2010 Customer Experience Impact Report

  • 2. Consumers will pay MORE 85% of respondents stated they would be willing to pay up to 25% MORE to ensure a superior customer experience
  • 3. 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
  • 4. Great Experiences Create Advocates 55% are willing to recommend a company due to outstanding service, more so than product or price
  • 5. Great Experiences Drive Revenue 66% of respondents cited Customer Service as the biggest driver for encouraging greater spending
  • 6. One Bad Experience Can Cost You 82% of respondents have stopped doing business with an organization due to a poor customer experience
  • 7. 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
  • 8. A Bad Customer Experience Leads to: 95% of respondents have taken action as a result of a negative experience and 79% told others about it
  • 9. Motivation for Telling Others? 85% wanted to warn others about the pitfalls of doing business with that company
  • 10. Motivation for Telling Others? 66% wanted to discourage others from buying from that company
  • 11. Motivation for Telling Others? 55% wanted to vent anger
  • 12. Motivation for Telling Others? 24% wanted to see if the company would take action to resolve the issue
  • 13. 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%)
  • 14. 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, ONLYgot a response 22%