About this episode

John DiJulius discusses how company incentives shape customer experience and service behaviors.

Are Your Incentives Creating the Customer Experience You Actually Want? Summary: John DiJulius explains how the behaviors your company rewards, measures, and recognizes become the customer experience your customers actually receive. Every company has incentives. Some are obvious: bonuses, commissions, contests, scorecards, performance reviews, and promotions. Others are quieter: praise, attention, flexibility, and who gets celebrated in meetings. But here is the real question: are your incentives creating the customer experience you actually want? In this episode, Denise Thompson and John DiJulius unpack how incentives drive service behaviors, why companies often reward the wrong things, and how customers ultimately feel whatever the organization values internally. John shares examples from Starbucks, Spirit Airlines, Blockbuster, Charles Schwab, Amazon, John Roberts Spa, Cameron Mitchell Restaurants, and The DiJulius Group's own methodology. You will learn why speed, efficiency, sales, and profit are not bad metrics, but they become dangerous when they are the only metrics that matter. John also explains how leaders can recognize and reward the right behaviors, including…

People in this episode

Host: John DiJulius

Guest: Denise Thompson

Topics covered

• customer experience
• employee experience
• incentives
• service behaviors
• leadership
• metrics

Keywords

• incentives
• customer experience
• service behaviors
• leadership
• metrics
• recognition
• employee engagement

Mentioned in this episode

Organizations: Starbucks, Spirit Airlines, Blockbuster, Charles Schwab, Amazon, John Roberts Spa, Cameron Mitchell Restaurants, The DiJulius Group

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