http://www.dearskysteward.com/do-airline-loyalty-programs-deserve-your-loyalty/

http://customerservicezone.com/cgi-bin/links/jump.cgi?ID=1050

http://pivotpointsolutions.net/2009/10/14/snatching-victory-from-the-jaws-of-defeat/

http://customerservicezone.com/Lessons_From_Poor_Customer_Service_Examples/more2.html