[billions]

The higher up the hierarchy, the more accountable they are to the customer. If management doesn't increase sales by providing an offering at a competitive price, sales will slump and someone will get fired. This is the opposite of union shops where the manager to employee ratio is much higher because nobody gets fired for being a burden on the customer's wallet.

[lovich]

I think we might come from very different worlds if people higher up the chain are more accountable for customer disgruntlement in your experience.

That being said, I could see your point of view if you were in an org where that was true

[billions]

By your logic an unqualified person could attain the CEO job. The CEO is picked by the shareholders to maximize shareholder value. The top boss is extremely well vetted to make sure they make good decisions to protect shareholders' money. The CEO's #1 job is to hire & fire managers that let him keep his job by increasing sales. And so on down the chain.

How could people at the bottom be more "accountable for customer disgruntlement"? They have less skin in the game than people up the hierarchy.