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2010 Customer Experience Impact Report

The 2010 customer experience impact report reveals that 85% of consumers are willing to pay up to 25% more for superior service, and 66% view customer service as the primary driver for increased spending. However, a negative experience can significantly damage relations, with 82% of respondents ceasing business due to poor service, mainly due to rude staff or unresolved issues. Additionally, 58% of consumers expect prompt responses on social media, reflecting the importance of responsive customer service in today's market.

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Customer Relations•Enhancing Customer Experience•
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Customer Experience Impact Report 2010
Consumers will pay MORE85%of respondents stated they would be willing to payup 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 service40% began purchasing from a competitive brand because of their reputation for great customer service
Great Experiences Create Advocates55% are willing to recommend a company due to outstanding service, more so than product or price
Great Experiences Drive Revenue66% of respondents cited Customer Service as the biggest driver for encouraging greater spending
One Bad Experience Can Cost You82%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 issue55% 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 Networking58% of respondents expect a response to a comment on a social networking site like Facebook or TwitterAnd, even though 42% expect a response within a day, ONLYgot a response 22%
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