Customer service is the key to the longevity of any business and I've recently been on the front lines with my home cable/ internet provider. I didn't expect to have any problems, but when I got my last bill from Comcast it was full of charges that didn't apply. It was the final straw in a struggle to keep them in-line with the program I signed up for.
I changed over to another provider and I couldn't be happier. It wasn't as much of a pain as I thought it would be and their customer service, even with a few glitches was incredibly refreshing to deal with. I was on the phone with an Rep for over a half hour that made sure everything was fully taken care of. I got a better product, at a better price and I feel better doing business with them.
Customer service is key to growing your company, and in the end will make or brake any business no matter how good the product is. For me it maybe an old school principal, but do what you say you're going to do, at the price that was quoted and I'll look no further. If I have to watch my bill to see where I'm getting stuck every month, I'm gone. And, I'm not alone judging from the conversation I had with the installation tech that came out. According to the guy that would know, Comcast is losing customers in droves.
Update: A year later and there's a big opportunity here for any company with better customer skills than Comcast or ATT!