A new Harris Interactive customer experience impact study (sponsored by RightNow Technologies) finds that 87 percent of consumers have stopped doing business with an organization after a bad customer experience. That’s up from 80 percent in 2007 and 68 percent in 2006.
The research also finds that even in a down economy, 58 percent of U.S. consumers will always or often pay more for a better customer experience.
Want Higher Advocacy? Improve Customer Service
When recommending a company, the study found, customer service is more important (58 percent) than low prices (44 percent) and top quality products/services (43 percent).
What Are Customers Saying About Your Service?
In this age of instant communications, the good news is consumers are willing to recommend companies to others because of outstanding service. But beware … they are almost twice as likely to tell others about poor treatment. In fact, the report shows that 84% of U.S. adults who had a negative experience with an organization or company indicated that they’d spread the word about a bad experience—up from 74% in 2007 and 67% in 2006.
In addition, blogging about a negative customer experience is on the rise—22 percent of consumers this year have posted negative feedback about a company, vs. only 13 percent in 2007.