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For Customer Experience Professionals

Why Paying Employees For Delivering Good CX Is A Bad Idea

How CX Pros Can Make Every Employee Accountable For CX Delivery Without Resorting To Monetary Incentives

May 23, 2018

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Why Read This Report

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. We identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences. This report recommends better ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives.

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Table of Contents

  • Incentives Distract From What Motivates Customer-Centric Behaviors
  • Five Dangerous Myths About Customer Experience Incentives
  • How To Motivate Great CX Delivery Without Monetary Incentives
  • Recommendations

  • How To Wean Your Firm Off Of Monetary CX Incentives
  • Supplemental Material
  • Related Research Documents

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