> Having gained their audience share, Amazon and Google have switched from a 'customer is king' perspective to one which suits their business model most.

At least for Google most of the time the end user is not the customer, the advertiser is.

This has various reasons, one of them being economics, another one being end user psychology.

Also for Amazon this is more and more becoming the case, as sellers and businesses using their services contribute much more to Amazons margin than an end user does.

The rest follows pretty much automatically from the internal incentive structures of those companies, which are dominated by share value increases.