9 Pillars of Customer Retention Include

Know Your Customers

 Get Connected

Thank Your Customers

 Amaze Your Best Customers

 Help Your Customers Buy More

 Save Your Churning Customers

 Create Evangelists

 Listen to Your Customers

 Acquire Retainable Customers

Marty Note
Great post and we love #3 - THANKING customers. Often over looked or done badly there are a lot of cool ways to think customers now such as:

* Follow them BACK!

* Curate their content into your social streams.
* Link to them.
* Share their content about you (with permission and attribution).

The social web creates many new ways to say THANKS other than  boring auto-response.