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Top Takeaways:

Quotes: “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:
  1. Should you give employees monetary incentives?
  2. What causes employee boredom?
  3. How can you be memorable to your customers?
  4. How can you reduce friction and increase conversions?
  5. What motivates employees?

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