THE WAY JOSEPH RILEY sees it, incentive programs are a two-way street.

But when Riley, senior vice president and corporate sales manager at Boston-based Eastern Bank, took over the sales and customer service operation at the bank in the mid-1990s, the incentive program was going one way while the company was pointed in another. Two one-way streets, each headed in a different direction.

“The program was not consistent with the strategic objectives of the company, one of

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