They stop focusing on their customers.

Caroline works in a small company. In that environment, there's just not enough "stuff" for internal issues to become the major focus.

Big companies are different. They're big, powerful, and hard to disrupt. And yet, there are so many distractions: promotions, turf battles, whether food in the cafeteria is good, layoff rumors, press articles, vacation policy changes, expense reports…

All important, and yet, customers don't care.

You work for them. Don't forget it.