or how about this?

"Customer Loyalty and the Elements of User Experience"

http://www.dmi.org/dmi/html/interests/strategy/06171GAR35.pdf

Oh, here's a great quote: "The savviest marketing strategies and the most efficient customer service processes won't deliver loyal customers if those customers don't have a positive experience with your product."

Here's another: "The unhappy customers who send you disgruntled email or call your help desk with expletives don't really want to see you fail. They turned against you because..."

I'm gonna leave you hangin and let you read that one for yourselves. You may want to take that one to heart before Monday. Monday gonn be a LONG day for yall.

Paulie,

We asked people to wait until Monday because we wanted to put something in place which was a more secure way to validate accounts than the security question, which had possibly been compromised. Our web team is working right now on completing a web-based way for SL Residents to validate their accounts and reset their passwords on their own, this weekend. I hope to be able to announce it later this evening.

We have increased the phone staff significantly for Monday, so those who would prefer to speak with someone directly to reset their password, will be able to do so.