He lives this.  I once sent in some feedback via Kayak's web form, and got a (brief) personal reply from Paul English within 24 hours.<p>&#62; "We developed our own customer support software. One of the things it does is randomly select an employee response to a customer and send that response out to the entire company and to all of our investors each day. It keeps us on our toes."<p>That's a clever little social hack.