That seems trite. Why couldn't ebay/paypal keep their customers happy?

It looks to me like these companies epitomize the management philosophy of "software doesn't matter". Having established a lucrative niche with strong network effects, they offshored their software development. The CEOs are pure managers without software backgrounds; they could just as easily be running Proctor & Gamble. And so they run it like Proctor & Gamble.

Stripe, Amazon are run by people with software backgrounds.