Thursday, January 19, 2012

Research Shows 86% of U.S. Adults Will Pay More For A Better Customer Experience

The Annual Customer Experience Impact (CEI) Report, conducted online by Harris Interactive on behalf of RightNow  among 2,291 U.S. adults, once again shows that delivering exceptional customer experiences is essential for any organization that wants to grow and sustain competitive differentiation in today’s market.

The 2011 CEI Report explores the relationship between consumers and brands. The data reveals that consumers call the shots and want personal and engaging experiences that develop into meaningful relationships with brands. Highlights from the report include:

-- 86 percent of U.S. adults will pay more for a better customer experience. 

-- 89 percent of U.S. adults who’ve ever stopped doing business with an organization due to a poor customer experience began doing business with a competitor. 

-- When asked specifically how companies can better engage with consumers to spend more, 54 percent said to improve the overall customer experience.

The CEI Report also tracked the impact social media has had on consumers, finding that:

-- After a poor customer experience, more than 25 percent (26%) of U.S. adults expressed frustration by posting a negative comment on a social networking site (e.g., Facebook, Twitter message boards, forums). 

-- 79 percent of those who shared complaints about poor customer experience online had their complaints ignored (i.e., received no response to their post(s) from the company/organization). 

--  57 percent of those surveyed who received a response had positive reactions to the same company: 46 percent of those surveyed were pleased and 22 percent of those surveyed posted a positive comment about the organization.
More information on how to improve the customer experience, visit

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