If this recession hasn't been enough to make companies understand the importance of a good customer experience, there's probably little else that will do the trick. Last year, Bruce Temkin, vice president and principal analyst at Forrester, examined the relationship between experience and loyalty in the report, "The Business Impact of Customer Experience." Even then, back before we knew we were in a recession -- in other words, before the government's official notice that this recession had begun -- even then, customer experience had a high correlation with loyalty. This year, across all industries, the correlation was even stronger, providing tangible support for the notion that attracting long-term customers requires more than slashing prices.
 
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