254: Incentives That Drive Service Behaviors

Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders · May 21, 2026 · 54m · transcript

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…