Delighting customers has a direct impact on long-term growth. Customers can rate their satisfaction with their retail bank high yet still not be likely to continue using their bank or recommend it to others. This presentation is based on Cimigo Retail Banking Monitor with over 5,000 consumers on over 100 questions relating to personal banking and financial behaviour, attitudes and perceptions in Vietnam. Cimigo market research explores what irks retail customers and what delights them. The presentation also reviews which consumer touch points may be best employed to extend customer relationships.