What Customers Want

The pursuit of innovative ideas is a delicate dance.

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The customer is always right . . . right? Joint research conducted by Harris Interactive and RightNow* over the past five years affirms customers’ growing influence on which companies succeed and fail in the marketplace. According to the 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship, globalization and internet commerce have further tilted the balance of power towards the consumer. This ongoing shift makes it more important than ever for managers to treat their customers with respect and to listen and—more importantly—respond to their complaints. And keep in mind, there’s always a competitor out there willing to benefit from customer experience failures.  

* Oracle acquired RightNow in January 2012.  

Read more about the findings in the full report:

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