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Survey Results Show Customers and Associates Both Value Human Interaction to Solve Issues
Most of the "wow" moments shared by respondents occurred in retail, travel, or banking, and most commonly because a customer had a problem that needed fixing. These are all very customer-facing industries, so it's natural that they would have the most wow moments.
Many of these experiences are one-time events. A majority of respondents reported that they rarely have experiences that exceed their expectations (67 percent), but when they happen it's most often in traditional service channels. The highest ranking "wow" worthy channels included experiences through voice (62 percent), in person (48 percent) followed by mobile/social and email (tied at 29 percent).
What matters most to customers is to have their issue resolved and feel that they are being listened to by the company they are dealing with. On the flip side, customer service associates pointed out stories where they were able to relax the rules and move away from transaction into a real conversation with customers to resolve their issue. According to some associates, these moments of showing their human side gave them a sense of purpose, which influences employee satisfaction, retention, and advocacy.
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