Retention: The impact of delight on reusage intentions was 25 percentage points and is evident across other industries. Customers who had a distinct memory of delight during their travel experiences were approximately 19 percentage points more likely to revisit the destination. We witnessed 25 percentage points in banking with regard to reusage intentions (Exhibit 4). Revenue: There were clear links to value for those who were both satisfied and delighted. Customers who were satisfied and experienced delight tended to cross-sell (buy additional products), up-sell (buy products at a higher price) and were less prone to down-sell (downgrade a product when the price is increased). For example, we noticed 30 percentage points in banking, 11 percentage points Exhibit 4 Delight research in other sectors, such as banking, energy, and insurance, also reveals strong revenue boosts. Impact of delight on customers in different sectors¹ Banking EPNG 1 Based on research sample of over 20,000 respondents across 8 countries in EMEA. 2 Converted to retention from churn. Delight research in other sectors, such as banking, energy, and insurance, also reveals strong revenue boosts. McKinsey & Company Referrals Retention Revenue Satisfaction Low High Low High –42 +78 –3 +87 Low High Low High 46 77 61 80 Low High Low High 7 16 21 40 Delight Satisfaction Low Likelihood to recommend provider, change in net promoter score High Low High Delight Insurance Satisfaction Low High Low High –46 +32 +14 +50 Low High Low High 90² 99² 97² 99² Low High Low High 5 31 14 42 Delight +9 +76 +50 +93 Low Likelihood to stay with the provider, % of respondents High Low High 36 62 53 87 Low Likelihood to buy additional products, % of respondents High Low High 13 35 26 65 5 Fueling growth through moments of customer delight