When I ask this question in person, whether it be in a board room or talking with a front line associate, I almost always get the same answer.

“Of course I think celebrating service excellence is important.”

When I am talking with a front line associate, which I feel is the most visceral way to learn about an organization and it’s personalized sales and service interactions, I will always follow up with, “When you perform at an outstanding or excellent level to create a personalized interaction, do you get recognition and/or rewards?”

Almost universally, the answer is, “very little or not at all.”

In my mind, this is absolutely crazy.  READ MORE>>>