There is a great interview with tony Hsieh from Zappo's on how to build great customer loyalty on GasPedal - a great site - they teach word of mouth and social media.
http://vimeo.com/gaspedal
Delivering Happiness: A Path to Profits, Passion, and Purpose -- live with author and CEO of Zappos.com's Tony Hsieh from GasPedal on Vimeo.
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