The company had witnessed rapid growth and were market leaders. The incentive structures rewarded sales performance but in an increasingly experience driven economy, they realised that this system would soon impact performance adversely.
The leadership team worked with Futurescape to implement a programme that was more equitable when it came to recognizing performance. Futurescape worked with various teams to better understand experience issues and also the people who were going the extra mile to deliver a great customer experience. This was a phased programme that focused on recognition, community engagement and going the extra mile. Initially launched in India, it was extended to South Asia and then South East Asia within 3 years.