The question of leverage can be an extremely difficult question to answer honestly to oneself. that gets even harder when you have to show the press/investors that you're staying relevant and continuing to evolve. Innovation for the web tends to mean redesigns, which users hate. if you admit to yourself that users have all the leverage, then you're taking away the go-to tool to prove you're innovating. Most CEOs and product teams would rather justify they're like Facebook or Apple in their own special way and do a shiny new redesign.