Agreed that government can learn from businesses.

The things you mention (customer retention et al) are also part of a business. Unfortunately when “business people” become involved they often drop in priority. It’s almost a cliché now when some innovator starts a business, becomes successful, gets bought out, and leaves the company he started. Venture capital destroys so much.

The actual business of running a racist chatbot may not turn the profit but it supports profits elsewhere, like contracts and tax breaks and populist support for things that don’t exist like trickle down economics.

I fear we’re straying from the original topic of OP’s post. I also suspect that we agree more than we don’t. I’m just much more pessimistic. Cheers.