When it comes to service, customers' favorite mantra is, "I want what I want, when I want it, and how I want it." According to the "Customer Experience Impact Report," there's a greater emphasis on the "when" than companies might realize.

The report, conducted by Harris Interactive and sponsored by RightNow Technologies, suggests that maintaining customer loyalty hinges on listening to customers and addressing their needs immediately -- whether in the store, online, or on the phone. "These customers are saying, 'I don't want to waste my time,'" says Jason Mittlestaedt, RightNow's vice president of marketing. "They want it known that their time is important, and that businesses need to respect that and take care of them as quickly and as appropriately as possible."