2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship
sponsored by Oracle Corporation

The 2011 Customer Experience Impact (CEI) Report explores the relationship between consumers and brands. Based on a survey* commissioned by RightNow (acquired by Oracle in March 2012) and conducted by Harris Interactive, the report reveals facts about what consumers are looking for from a brand, how quickly they will dump a favorite brand, and their tendency to seek retribution after a breakup.

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