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referrals. Companies who have more of these customers grow faster than their competitors, can maintain premium pricing against commoditization, navigate business downturns better, and produce disproportionate value to shareholders than firms with lower levels of raving fans. Harley Manning of Forrester does a great job of laying out this case in his blog post When it Comes to Returns, Customer Service Leaders Spank Laggards. Likewise, Bruce Temkin has rigorous research that shows how great customer experiences drive loyalty and business results across a variety of vertical industries: ROI of Customer Experience Temkingroup 2012 And over here, Bain & Co calls customer experience ?the secret to profitable organic growth?.

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