Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea.
“Paying employees for delivering a good customer experience is a bad idea.” – Sam Stern
“Create an environment where people aren’t bored at work and you’ll never have a motivation problem.” – Sam Stern
“Trust employees and treat them like adults and they’ll do the right things for the right reasons, without you having to bribe them with financial incentives.” – Sam Stern
“Employees will have the right motivation if you create an environment where doing amazing work for the right reasons is something that’s appreciated, noticed, and respected.” – Sam Stern
Sam Stern is a principal analyst at Forrester’s customer experience research practice. His research focuses on customer-centric culture, employee engagement, and deploying different research techniques to create better experiences. Sam is also the host of CX Cast, Forrester’s weekly customer experience podcast.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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