1. You don’t (have to) repeat yourself – this is the top annoying issue with every customer care interaction: having to repeat oneself across the channels and even through a simple transfer to a different department.

2. You still want your fix – you are contacting the company and you are mad and frustrated but you still love the product and want it fixed (as opposed to throwing it out of the window at the first 30 seconds’ queue).

3. You end the interaction in awe. Regardless of the outcome of the interaction (i.e. problem fixed or not), you end your interaction in a jaw dropping mood because you truly believed that they cared about you and wanted to make things better for you.