Updated : Apr 1, 2024
19 Mins Read

Why Customer Delight Falls Short in Ecommerce: A Superior Approach

Reviewed By :

Drashti bhadesiya
Why Customer Delight Falls Short in Ecommerce: Unveiling a Superior Approach

Why Customer Delight Falls Short in Ecommerce: A Superior Approach

Customer Support Software That covers all Your Business needs

  • Ai Assist
  • Ai Inbox + Helpdesk
  • Live Chat
  • Ai Chatbot
  • Automations
  • Knowledge Base
  • Shared Inbox
Table of content

Feeling fed up with all the buzz about customer delight in the online retail world? You’ve probably been told time and again how it’s the magic ticket to success and the ultimate aim for all businesses.

But let’s be real: customer delight doesn’t always live up to the hype. It’s about time we look beyond delight and focus on truly catering to your customers’ needs.

In this piece, we’re going to shed light on why customer delight might not be the be-all and end-all, and suggest a fresh way of thinking that could transform how you serve your customers. Get set to learn the secret to sustained success in the online retail world.

How Customer Delight Will Keep Them Coming Back

Let’s chat about how making your customers super happy can keep them coming back to your online store. It’s not just about making them satisfied, it’s about going the extra mile. You want to give them an experience that’s tailored just for them, and make sure your interactions are as smooth as silk. 

Did you know that a whopping 94% of customers will stick with a brand that makes their experience easy and enjoyable? So, by giving your customers what they want, you’re boosting your chances of keeping them around.

Personalized Experiences

Now, let’s talk about personalized experiences. We all love feeling special, right? When you customize products, recommendations, and even your communication based on what you know about your customers, they’ll feel like you really get them. It’s a great way to form a connection with your customers, and it can lead to them choosing your brand time and time again.

Ease of Use

Ease of use is another biggie for customer happiness. Think about it. When things are easy, we’re more likely to do them. So, make sure your website is easy to navigate, your checkout process is a breeze, and your customer service is top-tier. When you take away the stress and make the buying process enjoyable, your customers will be more likely to come back.

Making Your Customers Happy

In the end, making your customers happy is a great strategy to boost brand loyalty. When your customers have great experiences that are personalized and easy, they’ll start to feel a strong connection to your brand. This can lead to them choosing your brand over and over, spreading the good word about you, and giving you a leg up on your competitors.

Stick around, because up next we’ll be sharing some surefire ways to make your customers super happy and boost brand loyalty.

10 Reliable Ways to Delight the Customer and Amplify Customer Loyalty

Want to make your customers super happy and keep them hooked to your brand for the long haul? Here’s a simple guide for you. First things first, ace your customer service game. Be there for your customers when they need you the most and resolve their concerns as quickly as possible. Offer them multiple ways to get in touch with you and make sure you’re quick to respond.

And hey, don’t forget to listen to what they’ve to say. Their feedback is like gold dust – value it and make changes accordingly. Show your customers that their opinions aren’t just heard, but also acted upon. This won’t only make them feel heard but also respected.

What’s more? Add a personal touch to their experiences. Make them feel special and show them they’re not just another number in your customer database. Build a deep emotional bond with them – this won’t only make them stick around with your brand but also turn them into your biggest cheerleaders. After all, who doesn’t like feeling special?

1. Excellent Customer Support

Putting great customer support into action is key for keeping customers happy and making sure they stick around in the world of online shopping. Here’s a look at some things you might want to think about to make dealing with your company as easy as pie for your customers:

  1. Make the most of automation: Using automation can speed up replies and help meet customers’ needs for fast help.
  2. Go for a multichannel support strategy: As many as 78% of customers like a multichannel approach, so giving them lots of ways to get in touch can make their experience better and keep them satisfied.
  3. Give personalized and quick support: Answer customer questions and worries fast, with tailored solutions that are just right for their particular needs.
  4. Be proactive in sorting out problems: Try to spot potential problems before they develop and sort them out before the customer even knows they’re there. It’s a great way to show you’re one step ahead when it comes to customer support.

2. Make it Easy to Contact Your Company

Making it easy for your customers to get in touch with you can go a long way towards building a happy and loyal customer base. There are many ways to do this. One great approach is to offer multiple communication channels. You know, like a phone line, an email address, a live chat function, and social media accounts. This gives your customers plenty of options, so they can choose the method that suits them best.

Another good idea? Automation. It can help speed up response times and keep customer satisfaction high. After all, nobody likes to be left waiting.

But remember, the key here is making things as simple and hassle-free as possible for your customers. If it’s a struggle to contact you, they might just decide it’s not worth the effort. And no business wants that.

3. Provide After-Sales Service

Delivering top-notch after-sales service can turn your customers into loyal fans of your ecommerce store. So, how do you go about it? Here are four proven ways that can help you step up your after-sales service game:

  1. Be Quick to Handle Issues: If a customer has a problem or concern, address it without delay. Swift responses show you prioritize their happiness and are dedicated to their success.
  2. Make Every Interaction Personal: Each customer is unique. Therefore, your interactions with them should also be unique. Making them feel special and understood can go a long way in building a strong relationship.
  3. Stay in Touch, Proactively: Don’t wait for your customers to reach out. Be proactive. Keep them updated about their orders, upcoming sales, or suggest products they might like. This approach shows you care about their experience.
  4. Keep Supporting: Your relationship with your customers shouldn’t end after they’ve made a purchase. Keep offering support. Share helpful resources or tutorials that will help them get the most out of their purchase. This ensures they enjoy a positive experience from start to finish.

4. ACT on the Feedback Your Customers Give You

Ready to amp up the joy and loyalty of your customers? One surefire way is simply by paying attention to what they’ve to say. When you take their feedback on board and do something about it swiftly, you’ll notice a rise in customer happiness and a drop in customers leaving you. Actually, just by putting their feedback into action, you could increase your hold on customers by as much as 5%.

And guess what? When you respond to their comments, customers feel heard and appreciated. This doesn’t just improve how they feel about your brand, it also makes them more likely to rave about you to others. So remember, keep customer feedback front and center, and don’t just listen – act. Your customer loyalty and satisfaction will thank you for it.

5. Offer Personalized Experiences

Want to really wow your customers and keep them coming back? It’s all about giving them an experience that’s tailored just for them. Personalization is a game-changer in the world of online shopping – it’s good for your customers, and great for your business. Here are four tried-and-true strategies for personalizing your customer’s experience:

  1. Suggest products they’ll love: Take a look at your customer data and use it to suggest products that fit their taste and buying history. This not only boosts your sales, but it also makes your customers happy.
  2. Customize your emails: Don’t send generic emails – make them personal. Tailor your email campaigns to your customers’ preferences and actions. Emails that feel personal can lead to more opens, clicks, and ultimately, conversions.
  3. Be there when they need you: Give your customers the support they need, when they need it. Whether through live chat or a customer service rep, timely and personalized support can make all the difference in cultivating loyalty.
  4. Encourage bigger purchases: Guide your customers towards adding a few more items to their cart. Personalized product suggestions and smart upselling can lead to larger orders and more revenue for you.

6. Gifts

Hey there, are you on the hunt for a surefire way to make your customers’ day? Let me tell you a secret: gifts can be your magic wand. You know, those little tokens of affection that make people feel special and valued? That’s right.

In the world of online shopping, personalized gifts can make a huge difference. Imagine how your customer would feel when they receive a gift that aligns perfectly with their tastes. It’s like telling them, ‘Hey, we understand you and care about you.’ This emotional connection can make their shopping experience so much better.

And the best part? It’s not just about making them feel good. According to some research, these personalized gifts can boost customer loyalty by up to 40%. That’s a big deal!

More than 70% of customers have said that they appreciate receiving unexpected gifts from the brands they shop with. It makes them feel special and valued. And when customers feel valued, they’re more likely to stick with your brand and keep coming back for more.

7. Loyalty Programs

Are you looking to spark joy in your customers and make them even more dedicated to your brand? If so, loyalty programs are a fantastic tool. Here’s why loyalty programs can be a game changer for your business:

  1. They increase customer retention: By implementing a loyalty program, you can boost the number of customers who keep coming back by up to 5%. Pretty great, right?
  2. They add to customer lifetime value: Would you believe that repeat customers spend 67% more than new customers? And with a loyalty program, you could boost your customer lifetime value by 30% or more. That’s a win!
  3. They allow for personalized rewards that boost engagement: How about making your customers feel special with personalized rewards? This can amp up customer engagement by a whopping 74%, helping you establish a stronger bond with your customers.
  4. They solidify customer loyalty: A staggering 82% of customers are more likely to stick to a brand that offers a loyalty program. That’s a serious relationship builder!

8. Invitations for Free Product Tests

Hey there! We’ve got a fun idea we think you’ll love. How about getting a chance to try out our products for free? Yup, you read that right – free! We’re talking about our latest and greatest offerings, and we want your feedback on them.

This is an exclusive opportunity we’re extending to our valued customers like you. Why? Because we think you deserve the best, and we want to make sure our products are up to the mark. Plus, isn’t it exciting to get your hands on new stuff before anyone else?

Your opinion matters to us. With your feedback, we can keep improving and making our products better and better. We love knowing what you think, and your insights help us ensure we’re meeting your needs and keeping you happy.

9. Invitation to a Private Group

How about joining our special private group? It’s a cozy corner of the internet where folks who love our brand and products come together. As a member, you’ll get to share your interests with others who feel the same way. Sounds fun, right?

Here are some cool perks of being part of our group:

  1. Sense of belonging: You’ll be part of a community with shared interests. It’s like a club where everyone’s a friend.
  2. Personal touch: We’re all about making your experience as unique as you are. So expect custom content and experiences that are just your style.
  3. Exclusive stuff: Who doesn’t love being the first to know? In our private group, you’ll be the first to hear about new products, exclusive content, and special promotions.
  4. Keeping it fresh: We’re always listening and learning. We use your feedback to make our products and services better, so your voice always counts.

10. Build a Community

If you’ve ever thought about gathering a crowd around your brand, you’re on the right track. It’s like throwing a party where all your customers can connect and share their experiences. The joy that comes from being part of this ‘brand tribe’ can turn your customers into loyal fans and even brand ambassadors.

So, how do you get the party started? Social media is an excellent place to begin. It’s where people hang out, chat, and share what they love. So, post, tweet, share, and comment away! Keeping the conversation going keeps your brand on their minds.

Encourage your customers to join the conversation, too. Maybe they’ve a great story about using your product, or they’ve a cool photo to share. This user-created content isn’t just free marketing; it also makes your customers feel like they’re part of your brand’s story.

Remember, we all want to be part of a tribe that gets us, that shares our passions. When your customers feel that kind of connection to your brand, they’ll stick around for the long haul. And they’ll bring their friends, too.

Customer Delight Examples

Business NameGlassdoor Reviews & RatingTrustpilot Reviews
HubSpot4.0/5.0 (3372 Reviews)654
Patagonia4.2/5.0 (583 Reviews)382
Sephora3.7/5.0 (7714 Reviews)2286
JetBlue3.6/5.0 (2834 Reviews)763
Canva4.3/5.0 (686 Reviews)1812
Chewy3.5/5.0 (3219 Reviews)149
Nest3.9/5.0 (246 Reviews)1104
Karmic Bikes3.4/5.0 (54 Reviews)36

Let’s chat about a few businesses that truly know how to make their customers happy, especially in the world of online sales.

First up, we’ve HubSpot. They’re pretty well known for their top-notch customer service and really making each experience feel unique. They’re all about exceeding what their customers expect from them.

Then we’ve Patagonia. They’re big on sustainability, which their customers love. They even have this cool thing called the Worn Wear program. Basically, you can trade in your old Patagonia stuff for some credit. Pretty neat, right?

And we can’t forget about Sephora. They’re a big deal in the beauty world and their customer service is pretty amazing. They even have a loyalty program called Beauty Insider, which is all about giving customers personalized experiences.

JetBlue is also on the list. Even though they’re an airline, their focus is always on the customers. They’re known for their excellent support and for making things right when things go wrong.

Last but not least, we’ve Canva. It’s a graphic design platform that people seem to love. They’ve got a great product, an active community of users, and they always make sure to respond to their customers in a personalized way.

1. HubSpot

Image 16
Why customer delight falls short in ecommerce: a superior approach -

HubSpot is one of the top dogs in the field of inbound marketing, and they really know how to make their customers feel special. Want to know how they do it? Let’s chat about it.

  1. Personal Touch: Think about getting an email that’s been tailored just for you. That’s what HubSpot does – they make sure their emails and content are really hitting the mark for each customer. It’s like getting a personalized letter in the mail – it feels good, right?
  2. Community Participation: HubSpot goes the extra mile to make their customers part of their family. They’ve got interactive features, like online polls, surveys, and forums, that get people talking and sharing. It’s a great way to get customers involved and make them feel valued.
  3. Top-Tier Support: Ever had a question or an issue and had to wait forever for a response? Not with HubSpot. They’re all about addressing customer needs quickly and efficiently. They’ve got your back, making sure you feel supported every step of the way.
  4. Always Getting Better: The folks at HubSpot are never satisfied with ‘good enough’. They’re always looking at feedback and data, finding ways to make their products and services even better. It’s this kind of dedication to improvement that really shows their commitment to making customers happy.

2. Patagonia

Image 17
Why customer delight falls short in ecommerce: a superior approach -

Hey there, have you heard about Patagonia? This brand is seriously rocking the game when it comes to sustainability and ethical practices. It’s like they’ve taken customer satisfaction to a whole new level with their unique programs and, let me tell you, their customers absolutely adore them for it.

They’ve got this cool repair service for all their products. So instead of throwing away your old gear, you can just get it fixed. How awesome is that for sustainability and building loyalty with customers? But wait, there’s more. They’ve also got this thing called the Worn Wear program where you can buy and sell used Patagonia gear. It’s almost like a mini-community of its own.

What really gets customers hooked is their dedication towards environmental activism. It’s like they’re shouting from the rooftops, ‘We care about our planet and we’re doing something about it!’ And that really connects with people who value ethical and eco-friendly practices.

But it’s not just about selling clothes and gear. They’re all about quality, durability, and social responsibility. They’re not your usual retail brand. They’re creating an experience, a lifestyle if you will. They’re also super transparent about their supply chain and aren’t afraid to stand up for environmental causes. This kind of transparency and advocacy just boosts their relationship with customers and enhances the loyalty towards their brand.

The way Patagonia is so committed to ethical practices and sustainability, it’s no wonder they stand out in the market. They’re not just making customers happy, they’re setting new standards.

3. Sephora

Image 18
Why customer delight falls short in ecommerce: a superior approach -

Hey there! Ever heard of Sephora? It’s a top-notch beauty store that knows how to keep its customers smiling. How do they do it, you ask? They’ve got a couple of tricks up their sleeve.

First off, who doesn’t love a bit of personal attention? Sephora gets to know you and your style. Based on what you’ve bought before, they suggest beauty products they think you’ll adore. It’s like having your own personal shopper!

Next up, there’s this cool feature on the Sephora app where you can virtually try on makeup. No more guessing whether that lipstick will suit you or not. You can see it for yourself!

Now, let’s talk about the Beauty Insider. It’s Sephora’s very own loyalty program. Members get special rewards, discounts, and even invites to exclusive events. Talk about being part of the in-crowd!

Of course, who can forget the free samples? With every purchase you make, Sephora throws in a few for you to try. It’s a great way to discover new favorites.

And if you need help, there’s always someone to chat with. Sephora’s live chat support is there to answer your questions and give you expert advice on all things beauty.

To sum it all up, shopping at Sephora is never just about buying beauty products. It’s a whole experience – from personalized recommendations to virtual try-ons, from exclusive rewards to free samples, and from real-time chat support to expert advice. You’re not just a customer, you’re part of the Sephora family!

4. JetBlue

Image 19
Why customer delight falls short in ecommerce: a superior approach -

What’s not to love about JetBlue? For starters, they’ve got this awesome Fly-Fi deal that gives you free high-speed Wi-Fi on every flight. That’s right, no more slow internet or paying for Wi-Fi! And let’s not forget about the unlimited snacks and non-alcoholic drinks – because who doesn’t love a good mid-flight snack, right?

For those of us who enjoy a little extra comfort when flying, JetBlue really steps up the game with their Mint Class. We’re talking lie-flat seats on certain routes – seriously, it’s like flying in a dream! Plus, you don’t have to worry about those pesky extra charges for checked bags. JetBlue’s got you covered with free checked bags on all fares.

The best part? They really care about their customers. It’s not just about getting you from point A to point B. It’s about making sure you have a great experience along the way. This is how JetBlue keeps their customers happy and coming back for more. So, next time you’re booking a flight, give JetBlue a try. You won’t be disappointed!

5. Canva

Image 20
Why customer delight falls short in ecommerce: a superior approach -

Canva is an incredible design platform that customers absolutely adore. What makes it so great, you ask? Well, let’s dive into that!

Picture yourself needing to create an amazing design but lacking in technical skills. Canva comes to the rescue with its user-friendly design tools. They’re so simple to use, you’ll be creating masterpieces in no time!

Next, think about your unique design needs. Canva doesn’t believe in a one-size-fits-all approach. Instead, it provides a vast array of templates and customization options. What does this mean for you? You’ve got a ton of flexibility to create designs that are truly your own.

Now, imagine working on a design project with your team. Canva’s got you covered there too! It allows users to team up on projects, share their designs, leave comments, and even work together in real-time. Teamwork has never been this easy!

Lastly, if you ever run into a problem or need help, Canva’s customer support is always ready to assist. Their dedication to customer satisfaction shines through their quick and responsive support.

What’s more, Canva is always updating and improving, all in the name of giving you an amazing customer experience. So, if you’re looking for a design platform that truly delights its users, Canva is definitely the way to go!

6. Chewy

Image 21
Why customer delight falls short in ecommerce: a superior approach -

You know, Chewy is one of those online pet stores that just gets it right. They understand that pet owners want more than just a place to buy pet food and supplies. They want a place that gets their pet, knows their tastes, and delivers just the right products. And boy, do they deliver! Orders from Chewy typically hit your doorstep in a day or two, which is pretty impressive if you ask me.

But the folks at Chewy aren’t just about fast delivery. They really go all out to make customers feel special. You might find a handwritten note in your order or even a surprise gift. It’s those little personal touches that make you feel valued, you know?

And let’s not forget about their customer service team. They’re available around the clock to sort out any issues that might pop up. You can tell that they really care about keeping their customers happy. It’s no shocker then that people keep coming back to Chewy and that they’ve a solid reputation in the ecommerce world.

7. Nest

Image 22
Why customer delight falls short in ecommerce: a superior approach -

Nest, a company known for its smart home gadgets, really knows how to keep its customers happy. Let’s chat about what makes Nest a standout:

  1. Customized Solutions: Imagine having a thermostat or a camera that understands your unique needs. That’s what Nest brings to the table, offering products that add comfort and convenience to your life.
  2. Always-there Customer Support: Ever had a question and wished you could get an answer right away? Nest’s customer support is always there, ready to help when you need it, making their customers feel valued and taken care of.
  3. Cutting-edge Features: Nest’s gadgets come with cool features that are more than just bells and whistles. For instance, their products can learn and adapt, adding real value and making customers’ lives easier.
  4. Building Customer Relationships: Nest doesn’t just aim for a one-time sale. They’re in it for the long haul, continuously improving their products and building lasting relationships with their customers. This commitment results in loyal customers who keep coming back and spreading the good word about Nest.

8. Karmic Bikes

Image 23
Why customer delight falls short in ecommerce: a superior approach -

So, what’s the secret behind Karmic Bikes’ impressive growth and their strong customer following? Well, they put a lot of emphasis on creating a hassle-free experience for their customers. They understand that people hate complications, especially when they’re shopping. So, by providing self-help options, customers could easily find their way around the website and make purchases without any stress.

And it doesn’t end there. The team at Karmic Bikes makes a point to tackle problems before they turn into big issues – a testament to their dedication to keeping customers happy. They also love to celebrate customers’ milestones, a simple yet powerful way of showing gratitude and fostering strong relationships.

The focus was clear: cater to the customers’ needs and make everything as smooth as possible. And it paid off! Karmic Bikes hasn’t only managed to build a loyal customer base but also to maintain consistent growth. Their commitment to offering customers a smooth and enjoyable experience has really made them stand out in the world of online shopping.


While customer delight has been a longstanding goal in ecommerce, focusing solely on this objective can sometimes miss the mark in fostering lasting customer loyalty and business growth. 

Unveiling a superior approach that emphasizes consistently meeting customer expectations with quality service, reliability, and value can create a more sustainable model for success. 

This strategy not only satisfies customers but also builds a foundation of trust and satisfaction that encourages repeat business and positive word-of-mouth, ultimately driving greater long-term success in the competitive ecommerce landscape.


How do you increase customer delight? 

Enhancing customer delight involves exceeding expectations through personalized service, swift and effective problem resolution, and surprising customers with thoughtful gestures or rewards.

What are the consequences of delighting consumers? 

Delighting consumers can lead to increased customer loyalty, positive word-of-mouth referrals, and a higher likelihood of repeat purchases, contributing to sustained business growth.

What is more important for customer delight? 

Understanding and meeting customer expectations consistently is crucial for customer delight, emphasizing the significance of personalized interactions and services.

How do you measure customer delight?

Customer delight can be measured through feedback tools like Net Promoter Score (NPS), customer satisfaction surveys, and by monitoring social media praise or direct customer testimonials, providing insights into the emotional connection customers feel towards your brand.

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

Rightly Planned For Customer Service Needs

It’s a fact! Desku is way ahead in terms of offerings and value.

No CC Required to try desku