Case Study: A National Restaurant Chain
Client focuses on front-line employees to improve customer experience.
Situation
While the Client clearly understood the relationship between engaged employees and good customer experiences, their existing recognition and rewards program was not getting the results they needed. The rewards selection did not have particular appeal to the Gen X and Gen Y staff and redemption was difficult. Managers were not pushing the program down the line. The Company faced high employee turnover resulting in high recruiting and training costs. In each of their 52 locations there were three separate groups (bar, restaurant, gaming). They needed different programs with unique goals and objectives to increase the effectiveness of each one. They asked Maritz to develop a program that was simple and easy for managers to use.
Solution
Maritz designed the Most Valuable Producer (MVP) points-bank program using their RecognitionManager platform, with multiple budgets for individual managers. The MVP program offered a wide range of awards and redemption methods more tailored to their employee demographics. The program, which took only two and a half months from agreement to launch, was supported with a heavy communications push.
Results
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The MVP program, which is ongoing, saw a significant drop in employee turnover.
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Managers embraced the opportunity to recognize employees with more than verbal praise.
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Managers and employees bonded and became more engaged.
In the Client’s own words; “Our stores and team members have been singing the praises of the MVP program.”
