Customer Experience can make money!

Bruce Temkin of Forrester Research has just released a report entitled "The Business Impact Of Customer Experience -Poor Experiences Can Cost Large Firms More Than $180 Million Per Year", which he discusses in his blog, Customer Experience Matters.

The bottom line is that he validates the argument that Customer Experience provides economic value to companies. We've all known intuitively that this had to be true, but it's great to have a legitimate source make the case.