> To your comment about politics: I would say that from a high enough viewpoint "happy customers" should converge with "happy leadership" even if it doesn't happen every single time you ship something..

To look at a concrete example, with the quality issues Boeing has been having in the recent years, we can claim "happy leaders" diverged from "happy customers".

Yet Boeing will still be around for a long time, and failures can be catastrophic. Whistle blowers who came out since can be said to have advocated for "happy customers" against "happy leaders" but were suppressed.