[tommu]

This is what happens when you pay lip service to customer support but keep them at the bottom of the food chain. You must employ good CS managers and empower them to communicate. You must then ensure that any variance in service good or bad is communicated either by your social networking presence or to your key customers. Sadly most places I've worked are run egocentric idiots who are so insecure they couldn't possibly allow autonomy on the front lines.