Customer service is an early-stage business imperative. When a business is first starting up, it’s crucial they openly cater to the customer, and they make sure the customer knows that, in order to get a foothold in the market.
Once a business reaches its mature and late stages, after having established themselves among the top names in its categories, and especially once it becomes either a market leader or part of a collusive group of market leadership, customer service gets mere lip service, while actually getting pushed way way down the priority list, receiving minimum expense and effort. For a business with easily identifiable customers, those who share PII when purchasing the product, only the biggest spenders get at least some level of true one-to-one customer service, usually the minimum amount needed to manage them through a crisis; in a business with an anonymous customer base, like consumer packaged goods, there is practically no customer service, no matter how much anyone spends on the product.