Just a link to Bruce Temkin’s blog entry on the topic.

Great customer experience is not only free, it is an honest-to-everything profit maker. In these days of “who knows what is going to happen to our business tomorrow” there aren’t
many ways left to make a profit improvement. If you concentrate on improving customer experience, you can very likely increase your profits.

http://experiencematters.wordpress.com/2007/09/11/my-manifesto-great-customer-experience-is-free/