Neon Agency is a team
of experienced performance
improvement experts
We work across multiple
industry sectors UK and Worldwide
When businesses start to think about incentivising their audiences, they often reward the outcomes i.e., more sales, extra profit and greater savings, rather than the processes, practices, and behaviours people adopt to deliver the results.
Usually, there is a focus on the ultimate outcome because it is the easiest to measure accurately and confirms the added profit. But very often, the reason for rewarding participants for enhanced results can be undermined by other factors that go with it. Mis-selling, customer dissatisfaction, lost opportunity, misrepresentation, and bogus claims can all become known later and cast a shadow over the initial results.
Neon has many years of experience creating successful performance-enhancing incentive structures, which achieve both short-term result and lasting improvement. We understand that lasting success in businesses is only achievable by adopting and remaining compliant with the best practices and behaviours. For that reason, we always encourage businesses not to merely award the result, but to motivate the process and reward the outcome. In other words, ensure participants are delivering improvement by doing it the best way for the customer and your business.
Typically, a Neon-inspired award structure will require participants to deliver against a set of task-based KPIs in addition to any revenue/cost reduction/loss reduction or balanced scorecard based on the overall outcome. Reward opportunity would be split around 40% to motivate the process and 60% to reward the outcome.
Compliance with needed standards is a popular aim for performance improvement, with particular relevance in service-driven operations, where upholding ambitious standards of timeliness, efficiency, right-first-time response, and customer satisfaction are the main KPIs.
Knowledge reinforcement and engagement, achieved by developing dialogue with participants at multiple levels are vital to gaining audience commitment and understanding of the requirement. In addition, strong analytics supporting performance enables businesses to maintain impetus.
If you would like to hear more about ways a performance improvement programme could enhance compliance and help further grow your business, please drop us a line.
