Including customer feedback in incentive compensation can prompt attention and motivate people to take action from Voice of Customer (VoC) initiatives. Consider these three tips:
The emphasis should not be on the score. Instead, focus the incentive on the behaviors you are trying to create (e.g., execution of plans, close the loop activities, providing the right customer contacts, etc.) – all of which improve the experience.
It must be relevant to one’s job: A person....