Customer service ethics come from the top down, and as many posters have pointed out, if the CEO's focus is 'profit at any cost', that means looking after staff and customers isn't up there.
A golden rule, is if staff aren't the CEO's top priority, then guess what, the staff priority won't be customers.
If you look after staff, and they in turn customers, loyalty and profits follow. Unfortunately, most CEO's Key Result Areas are short term financial goals, with little weight attributed to staff and customer satisfaction.
Spinning it around, CEO's don't always start with the best ingredients when they take office. More than 20 years ago, a US-based airline undertook a staff satisfaction survey, using an international accounting firm, with which I was involved at the time. It was to be a blind survey, with the airline never seeing the survey forms (yes forms), nothing on the forms to identify individuals, and no results to be provided which identified the smallest regional centres, where staff numbers were small enough to start working out, who said what.
Naturally, the company wanted to know if they could issue the survey forms, presumably so they could be marked, and get them back after the research was completed. That didn't happen.
Over 70% of respondents (and that too was over 70% which was considered very high, especially as management were included, and are notoriously distrustful and unlikely to respond), indicated they didn't enjoy serving or working with customers, and their employment choice was influenced by perks and by family members who wanted access to perks, and/or by family members that got them the job.
If still working in the industry, add twenty plus years, together with even more indifferent management, and you have some very demotivated staff, looking forward to a very uncertain retirement.
That's why, even if it's going to be acquired, merge, or be the acquirer, culture is a massive part of the long-term value of a business. Of course in the last decade, I've been proven wrong, because instead of investing in staff, you just replace them with cheap imports.