If you're not worried about your customer service initiatives you may want to read on.  Research done by Harvard Business Review exhibits the link between customer experience and revenue impacts.  The research focuses on the experiences with both transaction-based and subscription-based businesses. An example of a business transaction is; buying insurance from an insurer or buying inventory from a supplier. Clients of transaction companies who had the best experiences were shown to spend 140% more than those who were shown to have the worst experience. The subscription based business are businesses that charge customers a recurring fee — typically monthly or yearly — to access a product or service.  For those companies, it was shown that customers who rated their experience at the lowest score possible only had a 43% chance of still being a member one year later. In comparison, those who gave high ratings in regards too their experiences had a 74% chance of still being a member in a year.