How can companies ensure that employee incentives for exceptional CX behavior are aligned with the overall customer experience strategy and values of the company to maximize the impact on customer satisfaction and loyalty?

Companies can ensure that employee incentives for exceptional CX behavior are aligned with the overall customer experience strategy and values by clearly defining and communicating the desired behaviors and outcomes. This involves tying incentives directly to customer satisfaction metrics and linking them to the company's core values. Additionally, companies should provide ongoing training and support to help employees understand the importance of delivering exceptional customer experiences. Finally, regular monitoring and feedback mechanisms can help ensure that incentives are driving the desired behaviors and outcomes that align with the company's customer experience strategy and values.