1) The document describes the world's largest database of emotions containing 25,000 data points collected by Beyond Philosophy over several years of research. 2) The database shows reductions in advocacy and recommendation emotions among customers from 2005-2011, while attention levels have remained the same. There have also been significant reductions in negative emotions. 3) Maintaining a positive customer experience is important to avoid the costs of negative experiences such as customer defections, which can amount to millions of dollars in lost revenue for large enterprises.