Comcast, TimeWarner and AT&T do a poor job of caring for their customers. They talk the talk but fail to walk it. If their customers had a true alternative they would leave in droves.
On the other hand, companies such as Life is Good, Hoot Suite, Squidoo, and Walt Disney World understand what it means to care -- to walk the talk is more important than the talk itself.
In today's world it is much easier for customers to share their experiences, go behind the curtain and see whether or not the walk is consistent and true to the talk, in short, authentic.