Case Study: Motivating a Workforce with Successful Recognition

Predicament
A marketing services company was looking for a way to update their rewards program so that it would work for employee incentives, spot recognition, training, recruitment and years of service rewards. Their current program, consisting of $50.00 gift cards that could be redeemed through an online store, had low participation and was not very effective. The gift cards were not frequently awarded and employees did not find it motivating. They wanted a new program that would clearly define the awards criteria and allow all employees to be eligible for recognition. The objective was to reward employees for reaching corporate goals, department goals, years of service, and other teamwork efforts.

Solution
The company developed a completely customized employee incentive and recognition program. An online platform was created that allowed full administrative control including the ability to reward points by uploading directly to a participant's account, automatic reward notification via email, and custom participant report features. In the weeks prior to the program launch, posters were hung in the office and several e-blasts were sent out to employees. The surprise campaign was kicked off with a luncheon where the employees were given a gift bag containing snacks, a card with their username and password to the redemption site, and informative brochures about the program's procedures and objectives. Additional teasers and Intranet messages served as continual program reminders. Furthermore, quarterly ceremonies were held to congratulate employees for their years of dedication to the company, in which they were awarded plaques and rewards points.

Results
The program became very popular with both administrators and participants. Managers immediately began actively utilizing the program by awarding employees daily, and employees steadily redeemed their points for merchandise and received their rewards quickly. The program proved to have a positive impact on the employees as well as on overall customer satisfaction. The company ended up with a more engaged workforce, leading to an employee turnover that is below the industry standard. One key to the success of this program is the company's ability to update departmental goals on a regular basis to keep staff engaged and continually motivated. Employees who experienced both programs agree the new one is a huge improvement and that the points system is a good motivator.