Another study confirms the importance of high customer service

Improving the customer experience yields positive impact on your bottom line. That is a core part of every presentation I make to prospective users of Fonolo. To bolster that case, I am always on the look-out for data that helps to put some numbers to that impact. See, for example my post from “Providing a pleasant calling experience helps your bottom line”.

The folks at RightNow just released their fifth annual Customer Experience Report, and it does not disappoint.

  • Nearly all consumers (85 percent) said they would be willing to pay more over the standard price of a good or service to ensure a superior customer experience.
  • Nearly all consumers (82 percent) have stopped doing business with an organization as a result of negative experience and most (75 percent) do not return
  • 55 percent of consumers became customers of a company based on its reputation for great customer service, and 40 percent of consumers have switched to a competitive brand simply because of its reputation for exceptional service

Thanks guys!