Customer-focused

Just heard one CEO tell the world that his is a very customer focused company.

Having experienced the  painful sign-up and eventually the canceling process for their  service, I am just wondering whether these web2.0 companies understand customer support in the same way as other companies do. It's one thing to provide uber-cool solution but providing boring and essential customer handholding is a different ballgame.

At the end of the day we have to get our job done.  That hasn't changed in web2.0.