Questions about the airline industry's ability to be its own customer watchdog have been raised anew after hundreds of passengers were kept for hours aboard JetBlue Airways' and other airliners' planes grounded at John F. Kennedy International Airport in New York by recent storm.

The Market Metrix Hospitality Index, which is based on 35,000 consumer interviews conducted each quarter, includes a variety of measures about the hotel-reservation experience, both online and offline. This data provides special insight into the growing popularity of Web site usage and the satisfaction with the online experience.

Why try to rope in new customers when your regulars are far more likely to buy? A loyalty program will keep repeat visitors clicking.

Developing long-term relationships equals long-term business, said Sheila Duffy, manager at Gladhill Furniture in Middletown, Md. "It means listening and not being pushy, gathering all their needs, not yours," Duffy said. "Follow up the sale by sending hand-written, thank-you cards. Then follow up after delivery."

Half are worried about the issue, but only one in five plan to spend money. Despite rating customer loyalty and satisfaction as top priorities, fewer than one in five companies has actual plans to spend money tackling the issues

Prepare thyself for another onslaught of a slew of depressing customer statistics. According to recent research a majority of companies fail to deliver differentiated value to customers and therefore fail to maintain their loyalty.

We are all customers at one time or another; it is simply not possible to go through life not being a customer. As a customer, you want to be treated a certain way. You want to be treated with respect and kindness, and you want to be taken care of.