Our lenses are probably influenced heavily by what kind of software we work on (which I admittedly didn't dive into at all on the article).

I work primarily on B2C software, whereas it sounds like you probably work on the B2B software. It seems like consumers tend to mostly accept the platforms as they are whereas businesses feel (perhaps rightfully) entitled to ask for changes in the software they use.

Each have pros and cons, but the marginal cost of B2C software does seem a lot lower than B2B due to the expectations in service.