Christopher Lochhead, the former chief marketing officer at Scient and then at Mercury until the company was sold to HP last year, follows up on his post about having bad customer service experiences with some top tier brands. In this guest post he offers some <A HREF="http://blogs.zdnet.com/BTL/?p=4773&tag=nl.e622">practical advice for companies</A> that would rather delight than alienate customers.