Posted By:
Al C.risafulliI don't have a dog in this fight, but I do think it's important to note that there is a huge difference between the CEO of Collectors Universe (or the President of PSA) and the CEO of Disney.
CEOs of mid-sized companies ROUTINELY get involved in customer service issues, in any industry. At many mid-sized companies, the company is a "key man" oriented business, with the CEO serving as the face of the company. If the business is set up that way, customer service issues can be escalated all the way to the top. If a CEO publishes his email address and sets a precedent by handling customer complaints, he/she sets him/herself up for that level of customer interaction.
Many companies that are even larger have CEOs that invite customer contact.
-Al