Marketing analysis, opinion, and links by Marian Burk Wood, the author of two Pearson Education textbooks for college students: "The Marketing Plan Handbook" (US) and "Essential Guide to Marketing Planning" (Europe).
I ordered custom-printed M&Ms and the package came pronto, along with this nice note of thanks (note personalized M&M with photo of the customer care manager). The reverse side has signatures of the employees who work there. Everything worked exactly as it should in this mass customization strategy--I ordered online from My M&Ms and two days later, the M&Ms were at my door, safe and sound in special packaging to resist the summer heat. Now that's customer care!