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? [...]
What is Paid for REALLY Gets Done
I was reading the “Experience Clinic Blog” and came across the article CMO’s say one thing, and do another. In it Colin Shaw talks about the disconnect between what Chief Marketing Officers say about the customer experience and what they actually do about it. What really interested me though were the following paragraphs: It is [...]
