Question

Please explain this question in full details from chapter 11 Optimizing around the Customer: Measuring the Success of Customer-Based Initiative and the Customer-Centric Organization

If a company rewards employees based on a combination of current and future values of customers, how might that change decision making?

Answer 1

Rewarding employees in customer centric organization

1. Reward employees based on customer surveys. Decision to select the best performing employee is directly assessed through the customer feedbacks and survey results.

2. Rewarding behind-the-scenes heroes. The non-frontline employees have to be awarded by assessing how they directly or indirectly contribute to the customer metrics of the organization.

3. Recognizing good performing peers- In this a mean to empower peers to celebrate each other's work. Allows employees to give nominate each other for work that exemplifies a focus on customers.

4. Virtuous cycle of rewards and goals. Promoting a culture of reward, which is linked with the goal. Make the employees more attached and informed about the needs and requirements of the customers. Enhancing the employee experience to further enhance customer experience

5. Providing a comfortable work culture and work/life balance to employees. In order to help employees to give their best to the customers, it is important that their full attention is on work. The organization on the other hand should take care of the necessities of employees such as childcare centre, healthcare service; allowing employees to get more of their medical needs (e.g., prescriptions) met without having to take time off.

6. Policies and Offers to tailored for the employees. The benefits of employee’s centric policies and offers help to reduce their stress levels. For example, the provision of on-site services such as manicures, laundry, and day-care enables employees to cut their errands in half. The introduction of fun activities, policies like “bring your pet to work”, Massage chairs, yoga classes, reduce workers' stress levels.

7. Employees treat the customers the way, they are treated by the organization. Respecting the frontline reps with respect, increase their organizational commitment. This in turn motivates them to work well for the employees and treat them with respect and support.