They're responding to incentives. The only user that matters is the marginal user, the person who didn't previously use your product but now does. They even t

They're responding to incentives. The only user that matters is the marginal user, the person who didn't previously use your product but now does. They even teach this in MBAs and economics classes. And so the only efforts that matter are those that create a customer, and hence management spends a great deal on promotions, marketing, new customer discounts, advertising, gamification, addictive usage mechanics, lock-in, etc but basically zero on making existing customers happy. It's almost better if they aren't happy - an "ideally run" company is one that has users who hate your product but don't hate it quite enough to quit using it (or if they do, they have no alternatives). Enshittification in action.