Why Read This
Companies that want to deliver great customer experiences need to engage their employees in the effort. That's why many firms set out to align their workforce by rewarding a rise in customer satisfaction scores or Net Promoter Scores. These efforts fail, however, when employees feel helpless to move these companywide metrics and instead try to game the system. To create reward programs that effectively further their customer-centric goals, companies must first determine the employee behaviors that drive their intended customer experience, then change both formal and informal reward structures so that they motivate those behaviors.