More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Phones4U, a UK mobile phone retailer, announced a big increase in the weight of Net Promoter scores in its frontline pay plan. Pep Boys, a US auto parts store chain, reports in its proxy statement that customer metrics are now an important part of its executive compensation system. And Enterprise Rent-A-Car links its Enterprise Service Quality index customer feedback scores to promotions.
Before You Link Pay to Customer Feedback: Five Essentials
More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Phones4U, a UK mobile phone retailer, announced a big increase in the weight of Net Promoter scores in its frontline pay plan. Pep Boys, a US auto parts store […]
September 22, 2011
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HBR Learning
Marketing Essentials Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Marketing Essentials. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to communicate with your customers—strategically.