I guess my point is that you know your Operations are in sorry shape when Customers go to online forums moderated by non-Company people to get answers to questions about your Company.

For goodness sakes Executives, take control of your Company! Listen to your Customers, answer their questions and earn their business. You are by know means imune to the economic downturn. Yes you can continue to lay off the low level workers but when no one is left to do the job, Customers stop using your Company's services, and the Tax Payers (your Customers) decide enough is enough with helping poorly run companies, then your salary will also come to shocking end. I know that doesn't seem possible, but I'd ask you to consider the concept and do your job.