Yeah, it's baffling that they don't learn these lessons, but these kinds of corporations already exist to exploit customers by witholding their products until money is exchanged - in fact they have whole departments dedicated to preventing piracy - so the general lesson of "don't enshittify your product to attempt to exploit customers" is sort of an existential threat to them.

So they must avoid the lesson, and they do that by replicating that same exploitation relationship internally with their employees, creating a low-information environment where the actual creators of the product cannot be honest with management about what the product needs, and customer service can't relay the feedback they get from customers. Any information that does get to management, they are free to ignore. Every command flows top down, just like the money flows bottom up.