The 2009 CEI (Consumer Experience Impact) Report, a Harris Interactive study sponsored by RightNow®, identified opportunities for consumer focused businesses, such as bakeries, to engage with customers online.
Consumers that are online want an interactive website experience that allows them to quickly and easily find the information they need. More than 62 percent of consumers go to a business website to find information if they are having a problem or are unsatisfied.
If consumers can't find what they need on a website, they want the option to speak with a person; 73 percent of consumers prefer to speak directly with a customer service agent than to navigate telephone menus and recordings.
Businesses should be aware of social media; 58 percent of those surveyed indicated that if they complain about a company via social media, they expect a response.