How can companies measure the effectiveness of their incentive programs in driving exceptional customer experience behaviors, and what steps can they take to improve them if they are not achieving the desired results?

Companies can measure the effectiveness of their incentive programs by tracking key performance indicators such as customer satisfaction scores, repeat business rates, and customer loyalty metrics. They can also gather feedback directly from customers through surveys and focus groups to understand their perception of the program. If the incentive programs are not achieving the desired results, companies can consider revising the rewards offered, adjusting the criteria for earning incentives, or providing additional training and support to employees to ensure they are effectively promoting the program to customers. Regularly reviewing and analyzing data on the program's impact and making adjustments as needed is crucial to improving its effectiveness in driving exceptional customer experience behaviors.