At RightNow’s Customer Summit in Colorado Springs this morning, CEO Greg Gianforte discussed some of the high-level results of this year’s “Customer Experience Survey.” I was tweeting (as @dnm54) from the audience this year, so I just passed on some of the obvious figures: Like the fact that 82% of respondents had changed vendors after experiencing bad customer service.

Yet this year, RightNow started laying the foundation for building a value proposition for technologies that provide good customer service. To wit: 85% of respondents said they would pay a premium over the standard price of goods or services in order to get better customer service. There are lots of other insights provided about the amplifying effect of customer forums, microblogs (Twitter) and Facebook sites. For a personal take on the impact of social media and its potential to tarnish or burnish a company’s brand, as well as thoughts on the impact on both customer care and marketing, have a look at this post on Greg Sterling’s Screenwerk blog.

Categories: Articles

Tags: customer care, Contact Centers, RightNow, CRM, VRM, SCRM