According to the second annual Customer Experience Impact Report, a Harris Interactive study sponsored by RightNow(R) Technologies, 80 percent of consumers will never go back to an organization after a bad customer experience, up from 68 percent in 2006.

The report revealed that service is a significant differentiator for companies: 51 percent of consumers cited "outstanding service" as a top reason they continue to do business with a company. Another 60 percent noted "outstanding service" as a top reason they would recommend a company. "Today, the success of every business depends on good customer experiences," said Greg Gianforte, CEO of RightNow. "If you can't make it easy and satisfying for people to do business with you, you'll lose them to someone who does-and quickly."

Consistent with the 2006 Customer Experience Impact Report, the 2007 study found that consumers continue to feel sick and become outraged after a bad customer service experience with companies. For example:

- 74% registered a complaint or told others;
- 47% swore and/or shouted;
- 13% posted a negative online review or blog entry; and
- 29% got a headache, felt their chest tighten and/or cried.

The report also uncovered regional differences in how consumers engage with companies and react to various customer experiences. For example, compared to their counterparts across the United States:

- Midwesterners are more likely to swear, feel their chest tighten or get a headache after a bad customer experience.
- Westerners are more likely to never return to a company or post a negative blog entry online review after a bad customer experience.
- Southerners are more likely to register a complaint or tell others about their bad customer experience and are least likely to swear.
- North-easterners are least likely to register a complaint, tell others or post a blog entry or online review after a bad customer