This describes quite well the huge advantage small companies have vs big companies.

(Motivated) people at small companies "care", and what I mean with that is they are responsible and can see a large enough portion of the customer experience that - if something is broken - they'll see the pain and try to address it.

At a big company no one cares. They of course care about their job, but their job is such a small fraction of the overall customer experience, that seeing their work having an impact on their customer is exceptionally difficult.

That's why large companies need to encode customer feedback into a system to imitate feedback cycles. Mostly in metrics. That's a very lossy way to capture signal, and leaves a lot to be desired, but so far it doesnt seem like anyone has come up with a better system.