One of the questions we asked in our May 2010 survey was how often respondents felt that they “delighted” customers in different interactions across different channels. Here’s what they told us:
While half of the companies think they regularly delight customers during in-person interactions, there’s a serious dearth of delight in the online channel.
Interestingly, respondents gave their companies the highest marks in customer service. In research that I completed earlier this year at Forrester, I found that consumers rated customer service the least satisfying interaction. So, there’s clearly a mismatch between companies and their customers in that area.
The bottom line: Are you delighting your customers?