According to a recent article in People Management, the UK-based Hotel chain Malmaison achieved remarkable ROI from their recently implemented program to recognize and reward staff for “WOWing” customers.
After implementing the program in 2010 in order to encourage superior customer service, the hotel chain noted the following outcomes, according to the article:
- Staff turnover decreased by 17%
- Customer service complaints decreased 69%
- Repeat business increased 51%
Perhaps one of the most encouraging statistics was that the employees who said they were proud to work for the hotel chain increased from 87% to 98%. Congratulations to Malmaison and Hotel du Vin for demonstrating how to successfully engage their employees through effective employee recognition!