Studies show that almost half of all clients in the incentive industry who defect do so because of service issues. Three quarters of these defectors blame employee attitude as their main frustration. Even worse, those who have negative service experience usually tell at least one other person.
Motivation Rewards International is based on enhancing your client experience. We do this by connecting with your people to bring the focus back to the most important stakeholders, your employees and your customers.
Our approach encompasses four main points that lead to superior client experiences.
Listening – To know what customers want requires more than traditional customer research. We continually use a model that captures the voice-of-the-customer and voice-of-the-employee connecting both to form business results to realize a greater return on investment.
Continuous Adaptation – A top-down approach can fail to address real front-line issues within a desired program. Customers and employees don’t always respond the way managers expect them to. We have found that solutions to fundamental issues come from training plans that promote ownership and include on-going support that keeps the program on track.
Motivation – It’s human nature to resist change. By understanding the reward and recognition preferences of each client’s employees it becomes possible to create a reward structure that maximizes returns and enables managers to deliver an effective program with measurable real world results.
Action – Maintaining the status quo means that performance opportunities are being missed. The real power of Motivation Rewards International client experience is unleashed when marketing, research, training, operations, and human resources work synergistically to bring forth an effective incentive program for the customer and their employees.