I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too.
The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would motivate employees to think more about customers and improve their experience.
Without mincing words, I told him I thought that was a terrible idea – one that is universally frowned upon.
He pushed back: “Why? What’s the evidence? Other organizations are doing it. Why is it so bad?” Read more