Customer Experience Impact Report 2010

RightNow Technologies, Inc.

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 werent 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?

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%)

92% noted they would consider going

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.com

RightNow Technologies, Inc.