Customer Satisfaction, Loyalty, and Empowerment

Read this chapter, which emphasizes customer communities, loyalty management, customer satisfaction, ethics, laws, and customer empowerment.

What damage is done by sugging? If the customer buys your product, was the sugging OK? How does sugging differ online versus in person?
What does the CAN-SPAM Act do?
When do you mind a company having a lot of information on you and when is it OK? Are there advantages to you as a consumer when a company knows a lot about you? Are there disadvantages? What safeguards are there for consumers?
How can a bot hurt a marketer?