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Also, it represents a culture shift. Many engs and mgrs have moved on, retired, jumped to new shinies (when FB, Uber, Twitter, etc became the new shiny) allowing a culture shift via replacement with people who have a different compass guiding them.

> Their customers are not their users

Cannot be overstated. The incentive structure is clear and the subsequent evolution is happening.

> Their customers are not their users, and therefore I think things are unlikely to change.

Interesting concept. Care to expound? Would be interested in hearing more.

Nothing surprising: Google's revenues come from advertisers. Advertising is its main focus. Not developing browsers, or even providing search results. Those are merely means to an end. And of course, all the users are targets for ads, NOT customers. A farmer's cows aren't his customers; same logic here.

It's obvious really, and Google never denied it.