Recently, more of our clients have considered adding a significant reward component to their customer experience programme (CX). This component may be executed by directly rewarding CX outcomes or by adding them to an existing reward-based incentive programme.
There’s a lot to think about if you are considering combining reward or compensation components with your customer experience programme. For starters, your programme will come under much more scrutiny and participants will care much more about it. Participants, especially those who do not achieve a reward, may also challenge your programme. This is why the process of setting, communicating, and enforcing program rules (i.e., program governance), becomes very important.
Now let’s look at five specific things you’ll need to consider if you plan to incorporate CX results into your incentive rewards programme (or if you plan to directly reward CX outcomes).
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