Best Practice Report

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 23rd, 2018
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Samuel Stern, null
Samuel Stern
With contributors:
Harley Manning , William Willsea , Ben Salamin , Shayna Neuburg

Summary

Many companies think that linking CX performance to employees’ variable pay leads to better experiences for customers. Unfortunately, that is a mistake. Instead, these incentives distract from what motivates customer-centric behaviors. This report exposes five myths that lead companies to rely on monetary CX incentives, 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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