RightNow Study Reveals Consumer Expectations for Customer Care Continue to Soar Despite Economy

BOZEMAN, MT -- 10/06/08 -- According to RightNow's third annual Customer Experience Impact Report, a Harris Interactive study sponsored by RightNow® Technologies (NASDAQ: RNOW), consumer demand for positive customer experiences continues to rise despite a tight U.S. economy. In fact, 87 percent of consumers have stopped doing business with an organization after a bad customer experience, up from 80 percent in 2007 and 68 percent in 2006. The report also found that: -- 58 percent of U.S. consumers said that in a down economy, they will always or often pay more for a better customer experience. -- When recommending a company, outstanding customer service is more important (58 percent) than low prices (44 percent) and top quality products/services (43 percent). Impact of Negative Customer Experiences While consumers are willing... [read full story]