[somenameforme]

Because many, and arguably most, corporations have grown too large to be sustainable owing to overly aggressive adoption of digital technologies paired alongside generous investment and financial policy that has assumed infinite growth (fueled by infinite consumption) as the goal, which is breaking down only so absurdly because we went from "We have branches in 3 different cities!" to "I have a business with a 1/3rd of the human species as my customers. Neato." rather too quickly.

In less wordy words: Imagine you have 1 million customers. And 95% are satisfied per year. And 90% of those unsatisfied customers are able to be satisfied through the regular channels. These numbers don't seem awful, but at scale everything breaks. That's a total of 50,000 unsatisfied customers per year and 5,000 who are unable to achieve a satisfactory outcome through the regular channels.

And that's with only with 1 million customers - practically a mom 'n pop shop by the modern mantra of growth at literally any cost. Consequently, you end up with a large number of customers who have irreconciled issues when going through the normal channels, unless you approach 100% effectiveness which will never happen - as peak possible customer satisfaction is only going to decrease in proportion to scale.

So you end up in a scenario where accepting an increasingly large number of discontented customers just becomes a normal part of business at scale. But of course this will also lead to the downfall of those accepting this. Because customers, and citizens, once slighted - tend to remember it.