No matter which kind of online business you run you need happy customers.
Kevin gives some great hands on examples of what they have done at Wufoo to improve the customer experience. Many of them are easy and cheap to implement. I particularly like the way that Wufoo send out hand written thank you letters to many of their customers. As a customer of an online service I would love to get such a letter.
Brew a cup of coffee and enjoy these 30 minutes of inspiration.