Our clients often ask us how other companies incent their employees to deliver exceptional customer experiences. Practices range widely and tend to group into three major categories. Let’s take a look at those categories and why they are used:

  1. Appreciation through badges, certificates, pins, etc. That “badge of honor” really matters to the front line. A certificate acknowledging superior performance, signed by an executive, makes an indelible mark on employees. They are proud to be recognized and execs can reinforce the importance of serving customers. I’ve personally seen a pride wall where a petro-convenience retailer had every 100% shop certificate up on a wall. I’ve seen employees wearing their “employee of the quarter” pins or displaying their “WOW” certificates for exceptional service. Indeed, virtually every research firm confirms the importance of employee recognition in driving retention and engagement.
     
  2. In the moment recognition for delivering exceptional service or complying with brand standards. In one program we deliver, employees receive a “Golden Ticket” for upselling beverage products at restaurants. That golden ticket is a gift card delivered immediately and directly to the employee. Not only is that reward valuable to the employee, it’s valuable for both the restaurant brand and the beverage vendor. Both see an uptick in sales.
     
  3. Bonus compensation tied to results. We have a number of clients that tie compensation to CX results—but it takes many different forms. Some clients emphasize the performance of the front lines. In one case, consistent delivery on 100% shop scores results in a bonus added to each monthly pay check for front line employees. For others, delivery on core CX metrics is tied to management MBO’s that go all the way up to the CEO. As with any compensation, you’ll want to check that you have a solid metric, that every location knows how to move the needle on that metric, and that you are recognizing improvement towards goals as well as overall results.

Recognition and incentives are critical to your team. We’d be happy to discuss alternative incentive programs that help your teams understand their importance to creating exceptional customer experiences and positioning your brand for financial success. 

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As Chief Strategy Officer, Cheryl aligns Market Force's strategic direction with our clients' strategic objectives. She oversees the North American client base, Analytics and Insights, Winnipeg Operations and Marketing. She has a Ph.D. in social psychology and broad business experience in both private and public companies.​