Commit to becoming malleable -- adapt to your customers, encourage feedback, and respond + reward it.
Co-create and cooperate in 2008.
Earn their permission and use their attention intelligently.
Learn to be a good listener before you attempt to speak.
Recognize your mistakes and apologize quickly and often.
Seek out the conversation that goes on outside of your walls.
Be what, where and when your customers need you.
Hire your fans.
Create a cult.
Enrich your customer's identity.
Protect them from scale.
Live, breath, and spread the fact (not the story) that every interaction impacts the brand.