In the grand scheme of things, the customer may have slightly more pull than the cashier ringing up their order, but it’s the CEO and the board of directors that control the narrative. That’s why we’re getting bigger and less fuel efficient vehicles, bigger and more fattening meal portions in restaurants, and bigger less affordable houses.
Maybe because that’s not the full quote and you’re misunderstanding the meaning. This is like when people think “survival of the fittest” means the strongest/fastest etc.