BOZEMAN, Mont., Jan. 16 /PRNewswire-FirstCall/ -- According to a new Harris Interactive study sponsored by RightNow(R) 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 over another - ahead of "lowest price" and "best quality."
Other study findings included:
* 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
"Providing exceptional customer experiences can be the single most powerful way for companies to set themselves apart from competitors," said Greg Gianforte CEO of RightNow Technologies. "RightNow's next-generation CRM solutions help companies deliver the superior experiences necessary to acquire and retain customers in today's high choice market."
Harris Interactive fielded the study via its QuickQuery(SM) online omnibus service, interviewing a nationwide sample of 2551 adults. Data was weighted to be representative of the total U.S. adult population on the basis of region, age within gender, education, household income, race/ethnicity, and propensity to be online. Complete study results are available online at http://rightnow.custhelp.com/cgi- bin/rightnow.cfg/php/enduser/doc_serve.php?2=REPCRM-FORM- ConsumerExperienceSurvey.
About RightNow Technologies
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Nearly 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
