This is an important distinction and deserves repeating: The employees a of company (from executive level, down) work for the Board of Directors, who are a pro

This is an important distinction and deserves repeating: The employees a of company (from executive level, down) work for the Board of Directors, who are a proxy for the shareholders. The employees do not work for the customer. If there is conflict between what a customer wants and what the Board wants, the Board wins.