Customers Who Bail After a Bad Service Experience

October 13, 2010

A recent survey by RightNow – a provider of on-demand customer experience solutions – provides an incredible statistic about customers who jump ship after a bad customer service experience.

The Customer Experience Impact 2010 report reveals that 82% of consumers in the U.S. said they’ve stopped doing business with a company due to a poor customer service experience. Of these, 73% cited rude staff as the primary pain point, and 55% said a company’s failure to resolve their problems in a timely manner drove them away.

If that is the case, then it proves not just the importance of service in retaining customers, but also how businesses should be focusing on the whole relationship. If your company has a store of goodwill, it’s less likely that one negative experience would send your customers packing.

For more on this check out this video conversation between Get Satisfaction CEO Thor Muller and Zendesk CEO Mikkel Svane.

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