Creating Gratitude in Customers

Great read from the New York Times, Sunday, 6.21.09. "Favor Enhancement. Real gratitude can be profitable. How, then, to create it?"

Featured is Hyatt Hotel's CEO Mark Hoplamazian and what he calls "random acts of generosity" as a means to creating loyal customers.

Zappos also gets a mention. (See my guest post at 1to1 Media Blog on Zappos.}