A recent Harvard Business Review article stated that businesses who focus on the customer experience make 2.5x more revenue than those that don't. https://hbr.org/2014/08/the-value-of-customer-experience-quantified
Proof in point, I recently read that Chick-Fil-A makes more money per location than McDonald's, Starbucks and Subway combined and they are closed on Sunday's! https://www.entrepreneur.com/article/320615. It's interesting to me that Chic-Fil-A has built their entire business on two words "My Pleasure!" I guarantee that Chic-Fil-A didn't just wake up one morning and excel at delivering exceptional customer service, nor are they happy to sit on their laurels and "hope" they can continue their tradition of a great customer experience. It takes relentless focus, training and determination.
What are you doing to take your customer experience to new levels every day? If you aren't proactive in doing so, a Chick-Fil-A of your industry maybe just around the corner!