{"id":37948,"date":"2022-01-06T09:00:00","date_gmt":"2022-01-06T09:00:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=37948"},"modified":"2022-01-06T00:07:25","modified_gmt":"2022-01-06T00:07:25","slug":"three-factors-consider-cx-incentives-program","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/three-factors-consider-cx-incentives-program\/","title":{"rendered":"3 Factors to Consider if You Have a CX Incentives Program"},"content":{"rendered":"\n

Though customer experience (CX) programs are always changing and evolving, one element that many brands<\/a> constantly consider is whether to add a CX incentives program to those initiatives.\u00a0<\/p>\n\n\n\n

On its face, such a program may seem quite straightforward\u2014directly reward experience outcomes or add incentives to existing programs, and you\u2019re good to go. However, there are actually quite a few factors that organizations need to look at while weighing an incentives program, not the least of which is ensuring that such programs aren\u2019t subject to abuse or distortion (check out this eBook<\/a> to read about the cons of incentivizing your CX program). We\u2019ve put together a few lenses through which to view CX incentives. Let\u2019s go through them!<\/p>\n\n\n\n

  1. Behaviors<\/li>
  2. Feedback-Based Incentives<\/li>
  3. Incentivizing Existing Behaviors<\/li><\/ol>\n\n\n\n

    Lens #1: Behaviors<\/strong><\/h3>\n\n\n\n

    This lens is fundamental to any rewards program because it challenges you to consider which behaviors you\u2019re trying to change. Perhaps more importantly, in whom are you trying to change those behaviors? Taking a behavioral magnifying glass to a potential rewards program helps define its purpose. At the same time, though, brands need to be mindful that behavioral reporting can be skewed. Consider that possibility as you establish which behaviors you\u2019d like to see change and how such changes are reported; that consideration goes a long way toward skew-proofing your CX incentives.\u00a0<\/p>\n\n\n\n

    Lens #2: Feedback-Based Rewards<\/strong><\/h3>\n\n\n\n

    This question is a bit more specific to EX initiatives, but we\u2019ve seen it come up a lot when working with clients on their rewards programs. It\u2019s hardly uncommon for organizations to reward employees, but whether you\u2019re incentivizing above-and-beyond behavior or encouraging higher engagement, there\u2019s always the risk that some reporting could be exaggerated. The best way to sidestep this potential obstacle is to base your incentive rewards on customer feedback. It\u2019s a pretty safe bet that your employees deserve recognition if the insistence on it is coming directly from your customers!<\/p>\n\n\n\n

    Lens #3: Incentivizing Existing Behaviors<\/strong><\/h3>\n\n\n\n

    Most CX incentives programs are built with the goal of changing or improving certain behaviors in mind, but what about staying the course? If your brand is in a good place right now (i.e., most of your employees are passionate about your organization\u2019s mission and you\u2019ve formed bold, human, and invested relationships with your customers), there\u2019s nothing wrong with incentivizing everyone to just keep doing what they\u2019re doing. Even if you see room for improvement in your CX or EX spheres, incentivizing existing behaviors can help provide a good foundation for rewards initiatives before taking things higher. As always, though, remember to consider how that behavior is being reported and how else it could be tamper-proofed.<\/p>\n\n\n\n

    The Next Step<\/strong><\/h2>\n\n\n\n

    Considering the purpose and effectiveness of your CX incentives program is of obvious importance, but what else do organizations need to strategize as they build or refurbish such initiatives? Additionally, how can incentives programs help directly stimulate meaningful change and Experience Improvement (XI)?\u00a0
    <\/p>\n\n\n\n

    Click here<\/a> to read our full-length white paper on the world of CX incentives programs, in which expert David Ensing considers these initiatives from every angle and presents a carefully researched perspective you can leverage.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives.\u00a0 On its face, such a program may seem quite straightforward\u2014directly reward experience outcomes or add incentives to existing programs, and you\u2019re good to go. However, there are Read more…<\/a><\/p>\n","protected":false},"author":30,"featured_media":37949,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[152],"tags":[801,97,802],"industry":[],"class_list":["post-37948","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-cx-incentives","tag-employee-engagement","tag-employee-rewards"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/37948","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=37948"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/37948\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/37949"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=37948"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=37948"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=37948"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=37948"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}