The business model of rewarding executives with a bonus or shares has resulted in a slash and burn mindset amongst those who should be looking after the long term welfare of the company - instead of just themselves.
These CEOs, who are encouraged to out-perform their previous incumbent, hold a management style which forces those at the top to cut everything out of the business which can't show an immediate return, or which cant be monetarily measured.
So customer service, loyalty and training investment.... in other words showing value in people has no worth to managers who can not quantify such investments to the shareholders.

This has to stop, there is great value in the work force, and the shareholders should not be the ones to please, the customers should.