The Incentive Trap
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The Incentive Trap
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About this listen
Customer service exists to minimize cost, not maximize trust.
Metrics like deflection and containment are KPIs, not success measures.
Incentives are misaligned, focusing on speed and cost, not customer satisfaction.
Executives prioritize efficiency and cost reduction over customer trust.
Customer service is succeeding at cost containment, not satisfaction.
"Trust isn't measured by KPIs."
"Friction is a filter, not a bug."
"Layer by layer, humans disappear."
00:00 The real reason customer service fails
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