Incentives for Customer Service
I recently read the following post: Incentives and Consequences | fastgrowth advisors. It reminded me of a post I did a year and a half ago titled What is Paid for REALLY Gets Done. Have you thought about the consequences of the incentives you offer to your staff? Are they really driving the behaviours you want? [...]
Customer Experience – Outcome or Business Function?
There are still questions about defining the term “Customer Experience” following my last post on the subject (What is Customer Experience?) The first issue that I’d like to touch on is the difference between the customer experience which is an outcome and customer experience management which may sometimes be a business function. Following Bruce Temkin‘s [...]
The Dumbest Idea in the World
I recently found the blog “Customer Experience Matters” by Bruce Temkin of Forrester research. He is Vice President & Principal Analyst focusing on customer experience. He’s done some interesting research and his blog has a lot of useful commentary. Recently, he posted “Don’t Get Distracted by Shareholders“. In this post and a previous one, he [...]
