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Anger Sowing Seeds of a New Consumer Movement

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Posted on Nov 20, 2011
m.a.r.c. (CC-BY-SA)

By David Sirota

As we all know, America is angry. Really angry. To put it in pop culture terms, we’ve moved from the vaguely inspiring agita of Peter Finch in “Network” to the wild-eyed, primal-scream rage of Sam Kinison in “Back to School.”

When we pay attention to politics, we get peeved at Congress and the presidential candidates. When we tune into sports, we’re annoyed with squabbling players and owners. When we turn on the news, we fume at the smug pundits. And when it comes to the economy, we’re in a tizzy at big corporations.

Most of this indignation is nothing new; it is atavistic fury expressed in the modern vernacular. Yet, one strand of our anger—the kind directed at big business—may be truly novel, as our chagrin is no longer just that ancient animosity toward excessive corporate power. Instead, it has also become a personal disdain toward firms we deal with on a daily basis.

This is the key finding of the latest report from the Center for Services Leadership at Arizona State University. Its findings show that after years of rising anger, consumer rage has reached an all-time high.

Back in 2004, ASU’s researchers theorized that such apoplexy was an outgrowth of affluence. “Households simply have more products and services today, and thus more points of contact, increasing our chances that we will have a problem,” they wrote.

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But, of course, 2004 was a comparatively prosperous time. Today, by contrast, recession-battered consumers have access to fewer products and services and yet are angrier at companies, meaning the sentiment likely reflects a response to deeper trends.

One of those is a decline in craftsmanship in the era of free trade and offshore production. With America now awash in foreign wares, we’ve imported the developing world’s lax regulatory standards and, thus, its lower product quality. That means poorly constructed furniture, malfunctioning electronics and all the other shoddiness that drives customers nuts.

Another maddening trend is the corporate sector’s shift from long-term customer care to short-term predation. Though firms have always tried to make quick money off clients, the intensity of this recession, coupled with investors’ insatiable demand for quarterly profit growth, has prompted unprecedented bill-padding, corner-cutting and inflexibility. Today’s typical air travel experience epitomizes the dynamic: You get hit with a baggage charge, shoved into an ever-smaller seat and then stranded in airport purgatory because you missed your connection. With this kind of experience being replicated in everything from debit card fees to interminable customer-service wait times, it’s no wonder we’re ticked off.

Finally, there’s what Mother Jones magazine calls “The Great Speedup,” whereby downsized companies are forcing their remaining employees to do more work at a faster pace than ever. While this means our workforce is generating more output, it also means that output often becomes less satisfying to the end user. So, sure, your energy company’s electrician may be servicing more homes, but he’s also more error-prone and no longer maintains a customer-friendly demeanor—because he’s being run ragged.

All of this is no doubt responsible for a spike in self-destructive temper tantrums. However, there is an upside: The angst is resurrecting the notion of consumer activism. And that’s a big deal.

Recent headlines tell this story. From moving deposits out of big banks to a mass abandonment of Netflix, customers are suddenly channeling the old Ralph Nader zeitgeist. We’re remembering that being a patron comes with power—and we’re finally getting mad enough to use it.

If that ends up bringing back a lasting consumer movement in America, then all the heartburn and stress of being a mistreated customer will have been worth it.


David Sirota is a best-selling author of the new book “Back to Our Future: How the 1980s Explain the World We Live In Now.” He hosts the morning show on AM760 in Colorado. E-mail him at ds@davidsirota.com, follow him on Twitter @davidsirota or visit his website at www.davidsirota.com.

© 2011 CREATORS.COM


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By ardee, November 24, 2011 at 4:13 am Link to this comment

Peter Everts, November 23 at 10:33 am Link to this comment
(Unregistered commenter)

Non-violent protest carries a deep-seated value that trumps the violence of reaction by those in power.

Absolutely correct. The rest of your post is absolutely incorrect and intimates that you are either an infiltrator or too dumb to see that the entrenched power thrives on violence.

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By Peter Everts, November 23, 2011 at 9:33 am Link to this comment
(Unregistered commenter)

Non-violent protest carries a deep-seated value that trumps the violence of reaction by those in power.  That said, eventually, force must be met with force.  We must stop bringing flowers to a gunfight.  The Revolution was not won by pacifism, WWII was not won by pacificsm, this class war will not be, eventually, won by a pacifism.

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By ardee, November 23, 2011 at 3:33 am Link to this comment

Don Schneider, November 22 at 6:34 am Link to this comment
(Unregistered commenter)

Got Gun ?

Got brain?

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IMax's avatar

By IMax, November 22, 2011 at 1:24 pm Link to this comment

The Tea Party represents a minority in the United States but was able to accomplish big things. They influenced an entire election cycle and created an election tsunami in 2010. The Tea Movement effects national legislation in both Houses of Congress and on both sides of the isle today. A small minority was able to effect the nation far beyond its numbers. There are many lessons in this.

Less than 50% of Americans exercise the megaphone voice of the vote. Tragically that number falls below 40% amongst liberals and progressives.

Want real and lasting change? Occupy your School Board, City Council, County Seat, State Houses and the Congress!

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By Don Schneider, November 22, 2011 at 5:34 am Link to this comment
(Unregistered commenter)

Got Gun ?

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By typeterson, November 21, 2011 at 4:59 pm Link to this comment
(Unregistered commenter)

politician pay should be performance-based.  and no penion.  that’s the capitalist way.

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PatrickHenry's avatar

By PatrickHenry, November 21, 2011 at 4:19 pm Link to this comment

Vote with your wallet, what a concept.

I favor general strikes.

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By Que, November 21, 2011 at 3:34 pm Link to this comment

First of all, we don’t have a democracy.  We have a Democratic Republic (and that ain’t gonna change lest you’d have the minority victimized by the majority). So, nothing gets done except by those who supposedly represent us. Problem is, those representatives lose their jobs, their wealth and their own status among the 1% unless they do what their corporate minders/funders want done to the benefit of their respective vested interests. That’s corruption. Corruption is criminal. If you want to take out the sociopaths in government and mega-corporations, you investigate, publicly expose and prosecute. I think it’s time that Reporters and Prosecutors get off their asses and start avidly enforcing the laws that are already on the books.

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By Gorgeous, November 21, 2011 at 12:52 pm Link to this comment

I’m hoping that same anger will translate into voting the Republicans out of congress It may not make the phone company employee any better but it might force the government to create jobs and regulate the banks and Walls Street.

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By MeHere, November 21, 2011 at 12:35 pm Link to this comment

Here we go again, pointing to the lack of quality in imported products and the
“developing world’s lax regulatory standards.”  Poor craftmanship and safety
standards (and reliable inspections) had declined here well before we became
awash with foreign products.

Public irritation about the way companies treat customers may have reached an
all-time high (compared to non-existent) but there’s no widespread anger. The
way people feel about politics and vote tells the whole story.

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tolstoy's avatar

By tolstoy, November 21, 2011 at 8:24 am Link to this comment

Why not an OWS political party with an occupy the presidency platform. Then a real choice instead of tea party and Obama Regular, with other OWS candidates running and gradually filling up the congress.

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By Leefeller, November 21, 2011 at 7:21 am Link to this comment

The whole enchilada needs to be looked at, not just the President, congress is for the most part bought and sold, it seems even the Supreme Court has its slackers in something called integrity, anything for a buck,  so much for Checks and balanced.  Our government appears to emulate Fox News in more ways then one. Disenfranchisement is real and so is inequality.

Profit before people is not as American as apple pie,... unless you are selling pies!

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By diman, November 21, 2011 at 5:59 am Link to this comment

What exactly is consumer activism??? Is it even possible for a consumer to be socially active and involved? The way I see it, no, it is not possible.

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By RayLan, November 21, 2011 at 1:42 am Link to this comment

The so-called government is systemically corrupt at this point - because it shares its bed with private corporate interests - Obama has long ago shown his true stripes - and far from being the savior of the common man is his/her Judas.

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By karenmillen, November 21, 2011 at 12:51 am Link to this comment

I say this having voted for him in three national elections

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By John Drabble, November 20, 2011 at 10:03 pm Link to this comment
(Unregistered commenter)

I’m so fed up that when I read that The New Yorker writer Malcolm Gladwell was doing speaking engagements with small businesses on behalf of Bank of America I cancelled my subscription of fifteen years.

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By joelwedd, November 20, 2011 at 9:05 pm Link to this comment

The Occupy Movements == Too Slow and Not Enough
It’s only two months since Occupy Wall Street and there is inertia. Its sluggish and the opposition dominates. People raging against the machine are weak. The tools to dismantle it must be found. We need answers, but nobody is asking the right questions.
Q: “Tax the Rich” is a weak ask. Who stoops to accept figures like 1% or 5.6%?
A: Tax the Rich forty percent with no loopholes.
Q: Why are we demonizing a faceless and nameless 1%? It’s undemocratic, and we are supposed to be restoring Democracy, not subverting it. This is a witch hunt. We can’t be like them.
A: We single them out one by one, the people and corporations whether 1% or 99% who by action and attitude are the real destroyers of America. We use fair process. Then we take them out and put them down.
Q: Why do we waste time occupying public parks, “standing up” empty handed and limp, with no tools to get the real job done?
A: We start with Occupy Exxon, rallies at Koch Bros Mansion, and fence shaking at PG&E. We create a think tank that will pound out plans and solutions and replace whining with winning.
Q: Why aren’t we impeaching every tyrant leader? (They’re recalling the governor of Wisconsin.)
A: Set-up drive through petition booths near the capital building of every state in the country. Identify and hit every tyrant leader starting with unjust Governors and working down to corrupt Mayors.
Q: Why do we bother getting signatures with clipboards at little gatherings and Safeway parking lots?
A: We go viral. We storm petitions across http://www.change.org and Facebook until the servers break down. We get millions of signatures in weeks, not months or years.
Q: Somebody in the 1% gives enough money to knock them down into the 99%. Who’s going to oversee where the money goes? Who’s going to ensure it goes for public programs and not to Afghanistan?
A: We create a public watch dog agency and maintain accountability for every dollar.
Q: How about movie stars, rock stars, and sports heroes? Why do we adore them in their giant mansions, pay them the big bucks, and not hold them accountable?
A: We boycott ticket booths and starve the sports and entertainment industries for 90 days.
Q: What can we do to stop the deaths of our neighbors from lack of affordable healthcare?
A: We petition charges of involuntary manslaughter against every politician who supports cuts to healthcare.
Q: Why are these questions, and many more, not being asked and answered?
A: 1) we are scared 2) we are lazy 3) we are an undirected mob 4) The 99% is really only 9% and the other 90% don’t care. We need to find the answers or America is going down now.
If we can’t fix America, it’s because it’s too late to get back our power. It’s time for us to take this movement to a new level, and turn around our country. Now. This is not a long-term project.

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By gerard, November 20, 2011 at 8:20 pm Link to this comment

But, but, but ...Dionne obscures an important related fact—it’s just as important WHAT and HOW MUCH we consume as that we consume and therefore have some small “consumer” power.  Consumption quickly becomes a disease—as we ought to know by now. We need to play a larger part both in what we consume as well as in the quality of what we consume.
One thing that would make life a lot simpler would be if government agencies that purport to be concerned about health and welfare would do their job of safety examination and truth in advertising, to help prevent so many questionable products going to market and so many lies being told by people promoting them.  As with everything else, the problem is complex and urgent—just the kind of problem everybody turns a blind eye to. Too much trouble.  Too complicated. Bad for business.

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By Textynn, November 20, 2011 at 8:18 pm Link to this comment
(Unregistered commenter)

I got a credit card when I was young and immediately found out that I was dealing with crooks. Nothing was out of the ordinary as CC go but I realized the CC company made up all the rules, that could change at the drop of a hat, I on the other hand , had to comply without resource.

I knew the whole thing was a debt scam and never understood why anyone would get involved with it.  I got out asap and have never had a card since. Thank God. I pay the asking price for things, not three to ten times more. 

Everyone should tear up their credit cards. You’ll be abundantly better off and have twice as much or more purchasing power even if you have to wait from time to time.

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By REDHORSE, November 20, 2011 at 7:42 pm Link to this comment

Gee—somebody might get angry because the crap they just can’t wait to buy broke down before they could become bored enough to discard it for some other meaningless piece of crap. Meanwhile the long con and the thugs running it continue on their merry way. D.C. is a conflagration of corruption and hubris is its watchword. SAVE YOURSELF!

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By rumblingspire, November 20, 2011 at 6:17 pm Link to this comment
(Unregistered commenter)

but still, large numbers of the mollified will rent their apartments from Wal-Mart and send the kids to Wal-Mart High.  they will never need to leave the store.

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By ardee, November 20, 2011 at 5:17 pm Link to this comment

Nader is a symbol, and a rallying point. He is not a solution. No single individual can be such. I say this having voted for him in three national elections. But I did so to register a protest vote and , while he ran as a Green , to advance the cause of third party politics.

As long as we have Tweedledee or Tweedledum as our choices we will continue to have no choice at all. It is not individuals that are at fault here, it is a system corrupted by money and answerable to the corporations and not the people. Both Republicans and Democrats are guilty as hell.

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By screamingpalm, November 20, 2011 at 3:55 pm Link to this comment

Ralph Nader would be an excellent candidate for a third party

Yeah… ya think? :D

Sorry, that was just too funny considering the spat Mr. Sirota had with Nader supporters not long ago with the whole “told you so” thing lol.

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By bpawk, November 20, 2011 at 3:43 pm Link to this comment

The anger needs to be channelled to the government at all levels, not at ourselves or big business who are also the recipients of the government’s unfair tax laws, corporate welfare, etc. Big business cannot escape taxes through loopholes unless the government passes legislation to allow them to - it is the government that must be changed - Ralph Nader would be an excellent candidate for a third party - the Occupy Wall Street needs a leader and a list of demands otherwise it will flounder.

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