Posted by Sam Stern on September 10, 2013
The idea of customer-focused rewards and incentives for employees isn’t new. But lack of widespread adoption points to missed opportunities for many companies. Forrester asked customer experience (CX) executives whether or not their firms link employee recognition to customer experience metrics, and the vast majority of informal and formal reward programs are not tied to customer experience outcomes.
- It’s too hard to collect data with a level of detail meaningful for individuals or small teams.
- Companies haven’t yet integrated or correlated customer and employee data.
- CX pros or CIOs don’t have enough authority over employee incentives to make desired changes.
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