situation
One of our clients, a major automotive manufacturer we have worked with for over a decade, relies on its Dealer channel to be its Ambassadors. As such, their Rewards and Recognition program for dealership personnel is of critical importance.
With changes to their overall training program in 2009, it was the right time to evolve the Rewards and Recognition program in order to improve profitability, customer satisfaction and customer experience in sales, and Parts & Service. Maritz recommended modifications that would shape and change behaviour to improve performance.
solution
Maritz’ proposal started with a complete review and overhaul of the existing Rewards and Recognition program. Using market insight and best practices, we were able to create a single program for all of our client’s dealership teams: sales, parts & service, technicians and warranty administrators. A single program enabled a single, focused vision for all that clearly reflected our client’s values and principles.
Multiple modifications were made to simplify and enhance the program, including capitalizing on the linkages between leadership and front-line staff by showcasing both individual and team contributions. Recognition levels were simplified, points rewards were offered (and could be redeemed) immediately, and year-end excellence rewards were offered.
This integrated solution exceeded our client’s expectations, and ensured that all team members were enabled and motivated to perform – developing people and driving them to deliver on business objectives.
results
- 10,000 participants
- Winners of rewards doubled year-over-year (2008-2009)
- Shape and change behaviour of middle-performers
- Certification rates in 2009 increased: Sales: from 79% to 83% , Parts & Service: from 30% to 45%
