According to a new Harris Interactive study sponsored by RightNow Technologies, customers swear, shout, get headaches and even cry as a result of negative experiences with the companies they buy from.
The Customer Experience Impact Report reveals how bad experiences tangibly affect both customers and companies. It also indicates that providing positive customer experiences is a fundamental requirement for market success.
In fact, respondents cited "outstanding service" as the number one reason they would give more of their business to one company instead of another — ahead of "lowest price" and "best quality.”
Other study findings include:
- 68 percent of respondents will never go back to a company as the result of a negative experience.
- 71 percent attributed poor customer experiences to inadequate staff training.
- 68 percent see a company's ability to resolve their issue on the first contact as a primary requirement for their satisfaction.
