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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


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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