What is customer loyalty? Is it important? Do you have it? How do you know? What if you don't? What can you do? Can you do it on purpose? Is it an accident? Is it them or you? What are the benefits? Are there any drawbacks? Do customers want to be loyal or do they resist? Can it be tracked?

What do you think?

UPDATE: Brian Halligan makes a couple of good points on his blog Small Business 2.0. Enjoy!