Also, brand trust or something. Apparently when you do someone well after a mistake they're more likely to give you a good rating than if nothing were to have happened at all. So for brand-trust it's also beneficial

This shoulda been the other blip

@Millcore: I wonder if those calculations included the cost of employee turnover, retraining, and growing ill will from customer service professionals toward the customers themselves. Is there a point of diminishing returns for the industry itself?