Ok, we know bad customer experiences create frustration. But according to a RightNow Technologies' 2007 Customer Experience report, www.rightnow.com/resource/research/experience07.php it can also make you sick. 29% of US consumers have gotten a headache, felt their chest tighten and/or cried after a negative customer experience. The findings went on to compare regional behaviors when there was a bad customer experience. Westerners – are more likely to never return to a company and will post a negative blog entry or online review after a bad experience. Whereas Northeasterners are least likely to register a complaint…..The report went on to talk about how once frustrated, consumer’s behavior can also become aggressive – 47% swore or shouted. While I’ve been focused on the business implications of bad customer experience – looks like health could also be a growing concern? Thoughts? I wonder if business will someday have to “insure” care operations against health claims resulting from a bad care interaction
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