Wrong system will reward the wrong ones like decreasing customer retention

Nation building via learning and being the best in business

Customer retention is more profitable but the system rewarded speed vs Customer Service.     So the reward system has to be changed.  Employees can be blamed for the wrong behavior because the system rewarded this.   

Continuing business is the goal of every business.   So that has to be encouraged...

Rewarding customer service; overhauling the incentive system