[iancmceachern]

Totally, and in my experience it's above a certain level in the company, below that level the employees have pride and care about their customers because they are them and can relate to them, above a certain level they are not users of their own products, cant relate to regular people and then a different dynamic takes over.

[kelseyfrog]

It happens when stock compensation is greater than wage compensation. This shifts the incentive from pleasing customers to pleasing shareholders.