This from Dave Winer:

BTW, according to Amazon, the package that I paid extra to have delivered yesterday, still hasn't left their warehouse. I know I can call them, enough people have sent me their hidden customer service number, but I'd prefer to bitch about it here on my blog. ";->"

and my earlier trouble with USAirways are why you want to provide a good customer experience. Word of mouth is no longer limited to a circle of friends; now it's just a Google search away.