This is what Glen and Tom are really getting paid for. Not for taking care of customer or employees.
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Not to mention - it lines Tom's and Glenn's pockets in more bonuses and stock options...they are laughing all the way to the bank at the expense of the company and the employees - or what's left of the employees.
That is true.
Expect more of the same. They're getting the only kind of "positive reinforcement" that matters in crapitalism (sic). The board and the markets don't care about customer service or employee morale.