In the last half-century, the middle class has considerably contracted, a trend that seems likely to continue, especially in light of our increasingly vulnerable economy. Indeed, Americans’ purchasing power is more or less equivalent to what it was in the mid-1960s. As of last year, the average American has lost the equivalent of about $4,200 in annual income because of inflation and higher interest rates.
The connection between a contracting middle class and a decline in customer service is this: People inhabiting a healthy middle class in strong, robust communities, expect professional, timely treatment from companies who want their money. Those businesses are forced to compete over customers who want a good product and who can "take their business elsewhere." And, when we are talking about a strong, interconnected community, these middle class shoppers can lodge complaints about poor customer service that are likely to affect business decisions.
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