[eunice_chen]

Great reminder on building and maintaining relationships. The only part I disagree with is 'not bothering with spell check.' Even your best and most familiar customers would like to see intelligent, competent emails from the vendor they spend the most money on (no matter how close you are to them).

[jrockway]

It's true. Something more than lip service is also nice; I'm not sure if I'm one of Zappos' best customers, but I get free overnight shipping with them. That makes me happier than yet another piece of spam in my inbox.