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Link Employee Compensation and Reward to Customer Satisfaction

ID: 3354

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Words: 477

Published: Pre-2019

Delivery Format: Online

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STUDY OVERVIEW
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Align incentive compensation systems to support the key elements and drivers of
daily operating performance.
American Express Service Center’s front-line bonus is based on C3 behavior
scores, availability/ schedule scores, and team performance. At levels of
manager, director, and above, bonus is determined by overall performance at the
end of year, weighted by network, by site and by individual contribution.

Tie compensation to customer satisfaction.
Xerox has linked management performance bonuses not just to sales and profits,
but to customer satisfaction. Xerox has tailored a measurement system that
applies not only to sales and marketing executives, but also to divisions that
rarely deal with customers: finance, personnel, design, and manufacturing ...

Industries Profiled:
Computers; Manufacturing; Office Equipment; High Tech

Companies Profiled:
Xerox; IBM

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