The New York Times Magazine recently ran a very intriguing article that illustrates how a genuine “Thank You” can create loyalty in the consumer marketplace. In his Consumed column Rob Walker tells about a new program at Hyatt Hotels encouraging employees to perform “random acts of generosity” for customers starting this summer; posted at “Hyatt’s Random Acts of Generosity“.
Hyatt CEO Mark Hoplamazian announced the program on a USA Today travel blog “Hotel Check-In” titled Hyatt CEO announces random “surprises” for loyalty members saying: “We will be empowering hotel employees to perform what we’re calling random acts of generosity. So, don’t be surprised if Gold Passport picks up your bar tab, comps your massage or treats your family to breakfast. It’s part of bringing authentic hospitality to life and making you feel more than welcome.”
It can be tricky, however, to generate such an authentic act of gratitude in the marketplace. It’s a point not lost in the blogosphere.
Posted on the Economist’s Gulliver blog: ”…at the risk of quibbling, it’s not quite down-home ‘authentic hospitality.’ Deducting items from the bills of certain treasured guests is more a sensible commercial decision than a charming gesture.”
And 5 Circles Research’s Mike Pritchard questions in his company’s blog whether Hyatt’s program is a “good idea or off target.”
Research by the University of Washington’s Robert Palmer, an associate professor of marketing, says that “a customer who is made to feel grateful most likely becomes enduringly loyal as a result,” according to Walker’s column. He continues: “Gratitude, as the paper bluntly puts it, can ‘increase purchase intentions, sales growth and share of wallet.’ Psychological studies have shown that people feel good reciprocating genuine acts of gratitude and guilt when they do not. It’s a point that businesses should well note with caution that it’s not all that easy to do.
Walker’s column and the debate it has stirred reminds me of an experience we had several years ago on a stop at the Mall of America. My family dined at the Bubba Gump Shrimp Co. restaurant and were stunned when, after a very messy spill by my then-toddler and meal replacement, the waiter picked up our entire tab! We were genuinely thankful, and gave a tip to match our gratitude. This random act put a new, positive spin on what was winding down to a terrible travel day.
It’s that sort of event, when things could be better (or couldn’t be worse) that the random act of generosity has the most impact. Two examples, Hampton Inns guarantees 100% satisfaction; no questions asked. Period. When the Internet connection didn’t happen a few years back the hotel comped me the entire night. Gratis! Wow, was that a delight! I didn’t request it. In fact I suggested a discount. But, the front desk manager insisted.
Finally, for a recent round-number birthday my wife, toddler and I were dining at DisneyWorld’s Wolfgang Puck restaurant when the server asked our three year old if she wanted to watch her pizza made; regardless, what a relief to have an antsy youngster be ably entertained away from our table for ten minutes. Again, we tipped generously. How often would you feel great about a 25% gratuity? The next night? Same thing; different Disney restaurant. Talk about great training; that’s what makes Disney, Disney. Everyone at Disney does it; no hesitation.
Generosity Inc. = Gratitude Squared (GI = G x G)
We’ll be back. Promise.
gThankYou® Certificates of Gratitude™, when given for employee recognition and rewards, are a way savvy companies say “Thank You” to employees. gThankYou, LLC is based in Madison, Wisconsin. The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
Categories: Gratitude · Thank You · Thank You Power · The Art of Thank You
Tagged: disney world resorts, economist magazine, generosity power, hyatt, ny times magazine, usa today, wolfgang puck
How do cutting out reward and recognition programs undercut your company? For the answer, just look at this study from the Incentive Marketing Association.
In its white paper “The Time for Employee Recognition and Reward Programs Is Now,” the group says rewards and recognition provide the kind of engagement that create success for companies during tough times.
According to the report: “Creating and maintaining a climate of employee appreciation can make the difference – and it doesn’t always need a large budget. In fact, it can be one of the most effective moves an employer can take. Companies of all sizes need to make a conscious commitment to keep their recognition if they want to keep their employees engaged and productive.”
Some key findings from the report:
- Companies with recognition and reward programs outperform competitors.
- Recognition and reward programs are ROI compatible.
- Customer satisfaction, loyalty and profitability are tied to recognition.
Another interesting survey that’s from a collaboration between the International Association of Administrative Professionals and OfficeTeam, the admin staffing division of global giant Robert Half International, shows the power of a pat on the back. While supervisors surveyed rated job promotions and cash as the two most valued forms of recognition to administrative professionals, support staff favored a simple thank-you and having their accomplishments passed on to senior management. That’s “Thank You Power” in action. It’s free or inexpensive, it’s meaningful and it’s powerful.
Also, two out of three (66%) administrative employees said they would probably leave their jobs if they did not feel appreciated by their manager, while seven out of 10 (70%) admitted the company’s recognition program would factor into their decision to accept a job with a potential employer.
“While financial rewards should not be overlooked, the research shows there are other ways to effectively recognize someone’s commitment and dedication,” says Robert Hosking, executive director of OfficeTeam. “Administrative professionals are working harder than ever, but their accomplishments usually occur behind the scenes. Therefore, praise from supervisors or a colleague that is specific, immediate and genuine can go a long way toward keeping these employees motivated and loyal.”
gThankYou® Certificates of Gratitude™, when given for employee recognition and rewards, are a way savvy companies say “Thank You” to employees. gThankYou, LLC is based in Madison, Wisconsin. The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
Categories: Management & Leadership · Thank You · Thank You Power · The Art of Thank You
Tagged: Incentive Marketing Association, International Association of Administrative Professionals, OfficeTeam, Robert Half International
WorldatWork is a leading human resources professional association with more than 30,000 members worldwide. WaW sees itself as the “Total Rewards Association”, and draws the the premier companies and practitioners in this realm to its annual Total Rewards Conference, held recently in Seattle.
One of the really fascinating presentations in Seattle earlier this month in Seattle revealed the results of a new study on reward programs by Hay Group and WorldatWork. The study: “Reward Next Practices: The future of reward programs” finds that in the next two to three years 57% of firms plan to increase focus on employee engagement in measuring reward programs. Also, 64 percent will increase focus on the “motivational value of reward programs” in the future.
Here’s what Tom McMullen, U.S. Reward Practice Leader for Hay Group says about these results: “The global downturn has prompted organizations worldwide to shift to an increased focus on how to engage and motivate employees. However, during times when budgets are tight, maintaining an engaged workforce is more difficult than ever. When times are tough, employers are looking for ways to improve engagement – and it’s essential they remember the motivational power of intangible rewards, the role of the line manager in establishing a great work climate and the importance of communicating effectively with employees.”
The study has stirred up commentary from HR bloggers, some of whom question how to go about measuring effective engagement and rewards. In Compensation Force, Ann Bares calls study findings “an interesting piece of news” calling for “some element of balance in our reward metrics – financial versus non-financial, lag versus lead.”
In his Strategic HCM Blog, John Ingham says it’s essential to be clear about intended outcomes first when measuring a reward program.
How are rewards currently measured? The study of 763 diverse companies in 66 countries found that reward program performance metrics weigh heavy on financial performance (71%) using employee engagement (40%) to a lesser extent. In the future, more companies report they plan to focus more on engagement.
Other key findings:
- Almost half, 44 percent, plan to increase their future focus on using reward to reinforce a culture of creativity and innovation.
- Two thirds, 67 percent, will focus more on improving the ability of line managers to effectively manage the overall pay-for-performance relationship with employees, and on the role of line managers in communicating total rewards to employees.
- Key components of the reward programs of the future will include leveraging important non-financial rewards including career and development opportunities, improving work climate and non-financial recognition.
gThankYou® Certificates of Gratitude™, when given as employee gifts, are a way savvy Human Resource Executives help their company’s say “Thank You” to colleagues. gThankYou, LLC is based in Madison, Wisconsin. The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
Categories: Gratitude Research · Management & Leadership · Trends
Tagged: Ann Bares, employee rewards, Hay Group, John Ingham, Tom McMullen, WorldatWork
How do you go about measuring the impact of your company’s Thank You program? Finding that 42 percent of companies that spend millions on these programs don’t know how well they work, the folks at Globoforce have put some thought behind it.
In its recently released white paper, “Measuring Recognition: (How to Build the Business Case for Strategic Recognition in a Recession,” Globoforce advises businesses take these steps to measure the success of “strategic recognition” programs”:
- Decide how you’ll measure success before the program launches. Effective metrics should be based on factors including costs versus outcomes, gains in productivity and performance, and company values and strategic objectives. Stay away from simply counting the number of rewards given, which measures just that.
- Next, set up a performance baseline for recognition. This gauges how the program impacts employee morale, productivity and performance against former and future Thank You programs.
- Use employee surveys and the program itself to measure results regularly and consistently. This ensures that the program remains on target.
- Look for trends in analyzing results. This analysis can uncover valuable information about who is using the program best, and who isn’t.
- Share meaningful results with employees, managers and executives. Tailor the message to each audience, reporting relevant information to each group.
Engagement today is critical. Measuring the success of Thank You programs aimed at engagement just makes sense. Explains Globoforce’s Head of Global Strategy Derek Irvine, “When executed properly, strategic recognition holds the power to increase motivation, enhance engagement levels and drive bottom line results through improved productivity levels. With critical outcomes like this on the line, it serves all companies well to make a thorough assessment of how their programs are functioning and make necessary adjustments to maximize the return they get on this investment. In the end, it will benefit employees and management, and impact company performance.”
That’s powerful stuff, when done well.
gThankYou® Certificates of Gratitude™, when given as employee gifts, are a way savvy Human Resource Executives help their company’s say “Thank You” to colleagues. gThankYou, LLC is based in Madison, Wisconsin. The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
Categories: Gratitude · Gratitude Research · Thank You · Thank You Power
Tagged: Derek Irvine, Globoforce, recognition program measurement
Saying “thank you” in your company has big generated big return-on-investment (ROI). If you or the head of your company think saying “thank you” often is not worth the time, more trouble than it’s worth or falls on deaf ears, think again.
Formally called “strategic recognition” in Human Resources management lingo, the practice and policy of Thanks goes beyond the intangible in benefits for a company.
Consider the following evidence from experts in the field:
Jeffrey Pfeffer of Stanford University’s Graduate School of Business says offering formal Thanks in a company generates higher ROI than bonuses. In his book, The Human Equation: Building Profits by Putting People First, Pfeffer notes that “Companies that manage people right will outperform companies that don’t by 30% to 40%.”
In fact, a McKinsey study published last year showed a $1,000 payment had a 10 times greater ROI when it was given as recognition than when it was given as a pay increase.
In its recently released WorkUSA study, Watson Wyatt, the global HR services firm, quantifies Thanks in an organization this way. In encouraging firms to build and share a system of equitable rewards, Watson Wyatt says, “organizations need to understand which reward programs are most important to engage their critical employee segments.” Their research shows that organizations that have an effective system of rewards have employees 20 times as likely to be highly engaged and 50 percent more likely to perform well.
It’s up to the HR manager to drive the conversation toward programs that make employees feel valued. It’s also quite prudent now to instill these formal Thanks into an organization. It’s more than just the right thing to do.
gThankYou, LLC sells Gift Gertificates that savvy companies give to show appreciation to employees and customers. gThankYou® Ham Gift Certificates, Turkey Gift Certificates, and Grocery Gift Certificates are its best known products.
Categories: Gratitude · Thank You
Tagged: HR, Human Resource, the art of "thank you"
Our Ham Gift Certificates are a customer favorite here at gThankYou. Office Depot is just completing a nationwide promotion, giving our Ham Certificates to tens of thousands of customers. gThankYou! to Office Depot.
As you might imagine, the gThankYou Team always has its eyes open for interesting articles about ham. Of course, like everyone else, we buy more ham from Oscar Mayer and Hormel than anywhere else. But we love, wonderful artisan hams like those found in Italy and Spain.
Yesterday’s New York Times had an excellent article about American artisan ham makers, “Bringing Flavor Back to the Ham“, that ham-lovers everywhere will find interesting.
Enjoy!
gThankYou Certificates of Gratitude, when given as employee gifts is a way savvy Human Resource Executives help their company’s say “Thank You” to colleagues. gThankYou, LLC is based in Madison, Wisconsin. The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
Categories: Ham Recipes
Tagged: artisan ham, hormel, new york times, oscar mayer
HR managers are often the keepers of corporate culture. They’re the ones who encourage senior leaders by saying, “Maybe it’s time we…”
Now, more than ever, it’s time to say “thank you” to employees, particularly high performers and high potentials.
Robert Half recently published a survey by Robert Half International with some very telling news about how critical it is to express Thank You in corporate environments today.
The poll of 150 senior executives from the nation’s 1,000 largest companies reveals the two leading reasons top performers leave their jobs. First, they’re, unhappy with management; second, the see limited advancement opportunities. Retaining top talent is a major concern, particularly in today’s challenging economic climate. Savvy human resources managers can must ensure senior leaders are generously leveraging value of Thank You.
Explains Max Messmer, chairman and CEO of Robert Half International and author of Human Resources Kit for Dummies, “Employees want to see their efforts rewarded and acknowledged. If offering a promotion isn’t an option right now, managers can reward employees consider providing employees with professional development opportunities and the flexibility to pursue projects that will help them expand their skill sets.”
Knowing how to say thank you to employees is now the most important tool in the HR managers’ tool kit. Elaine Varelas, managing partner of Boston career management firm Keystone Partners, writes that giving thanks to employees need not wait for a special occasion or an annual performance review, “HR managers can help make employee recognition a part of the culture.” Start, Varelas suggests, by having a conversation with the company’s leadership team and obtaining buy-in for the gratitude concept. Then, establish formal recognition policies while stressing the importance of providing positive feedback in the context of a specific “Thanks” for a job well done.
Don’t take employees for granted during a recession, urge management consultants Don Lowman and Julie Gebauer of global professional services firm Towers Perrin and authors of Closing the Engagement Gap, reminding that employees now expect companies and leaders to make decisions that are “thoughtful, balanced and fair.”
Says Lowman, “Your best people are always going to be in demand. Make sure they know that they are in demand where they are now!” “My strong advice to you is to pay attention to them now, let them know how much you appreciate them and reinforce how committed you are to their careers. Your smart competitors will see the current environment as an opportunity to build their talent bench and/or upgrade their staff at a lower price than might have been the case a few months ago.”
Well said; gThankyou.
gThankYou® Ham Gift Certificates, Turkey Gift Certificates, and Grocery Gift Certificates are its best known products.
Categories: Gratitude · Management & Leadership · Thank You Power · The Art of Thank You
Tagged: "thank you" at work, Don Lowman, Elaine Varelas, Human Resources Kit for Dummies, Julie Gebauer, Keystone Partners, Max Messmer, Robert Half International, Towers Perrin
This concept of having an attitude of gratitude is catching. But how an organization benefit from instilling gratitude into its culture? I turn to a couple of experts who have nailed it.
Kevin Eikenberry, chief potential officer with The Kevin Eikenberry Group, an organizational consultant firm, says in a post in The Sideroad that giving thanks can be a powerful motivator within organizations. He urges leaders to “be thoughtful in your thankfulness, gracious in your giving, and plentiful in your praise of others,” offering solid tips on how to best show gratitude within the workplace.
Small business owner Trina Bol writes in Biznik.com about how she attacked the issue in her company by encouraging employees to write Gratitude Journals. “Each employee in our company has a standard 8 ½ x 11 sheet of paper with the universal symbol of gratitude shaded into the background like a watermark and a simple numbering of 1-5. Each week the employees are to write out 5 things they were grateful for the previous week. The idea is for them to be thinking and looking throughout each work day for what they are grateful for. The start of every staff meeting we go around the room and read our gratitudes out loud for the previous week.”
Bol says that employees frequently came up with more than five things, and sharing their thanks strengthened her team, lead to greater understanding among them, and started many conversations that would never have happened.
At former company of mine, we had weekly “gratitude meetings”. Every employee had the opportunity to thank others for something during the past week. Sometimes the thanks were for a big sale, sometimes for a helping hand, sometimes for just plain great work and sometimes for a great laugh. Often a lot of people thought it was a bit corny…until someone thanked *them*. Then their attitudes changed. When co-workers hear a public “thank you” for a job well-done, everyone wants to be in on the act. It’s infectious. It strengthens teams. It creates respect and bonds that didn’t exist before. And, it accelerates workplace effectiveness.
The bottom line? “We are all genuinely happier and well balanced at work,” Bol says.gThankYou, LLC sells Gift Gertificates that savvy companies give to show appreciation to employees and customers. gThankYou® Ham Gift Certificates, Turkey Gift Certificates, and Grocery Gift Certificates are its best known products.
Categories: Gratitude
Tagged: gratitude at work, gratitude meetings, Kevin Eikenberry, Trina Bol
Every mother deserves our gratitude. So, in honor of Mothers everywhere, the gThankYou team offers these easy and effective tips on how to show gratitude on Mother’s Day. (Mother’s Day is this Sunday, May 10.)
1. Make her a card with your own hands, no matter your age. You get no points for artistry or craftiness with Moms. They’ll love it no matter what.
2. Cook her a meal. While it doesn’t necessarily have to be served in bed, Mom will appreciate the attention and recognition. Here are some great recipes to search through Epicurious.
3. If cooking really isn’t your thing, take her out for lunch, dinner, brunch, what have you. Avoid the crowds on Sunday by showing up at her workplace before this Sunday to treat her, making it a real surprise!
4. Connect by taking a walk or hike with her and enjoy spring’s grandeur.
5. Make your own floral arrangement. Nothing says “Thanks” like a bouquet of taken from your own garden stock or the surrounding environment. (And, yes, dandelions work, too.)
6. Give in her name. With more than 100 causes, you’re apt to find something your Mom believes in at Charity Gift Certificates.
7. Create a chore-a-day jar or basket. Fill it with simple tasks written on slips of paper that you can help Mom with in the upcoming weeks.
8. Hugs go a long way. Complement the traditional kind with a Hug Card.
9. Today, the adage, “A mother’s work is never done,” is more true than ever as more Moms work inside and outside the house. Give her a break with some time alone in the house or arrange for her special day with a friend.
10. Say Thank You. It’s simple, effective and from the heart.
gThankYou, LLC sells Gift Gertificates that savvy companies give to show appreciation to employees and customers. gThankYou® Ham Gift Certificates, Turkey Gift Certificates, and Grocery Gift Certificates are its best known products.
Categories: Gratitude
Tagged: Charity Gift Certificates, Epicurious, Hug Card, Mother's Day
In case you missed it amidst all the green hoopla, last week was National Volunteer Week. The week, established by former President Richard Nixon in 1974 and now organized by the Points of Light Institute, this year gave gratitude to people who “take action and solve problems in their communities.”
Volunteerism is surging, according to institute CEO Michelle Nunn, who notes a 60 percent increase this year in the number of people volunteering in its 250 local organizations this year. According to Nunn, “As this year’s theme — Celebrating People In Action — suggests it is also a time of inspiration as we honor the thousands of individuals who take action all year round, to strengthen their communities.”
Nunn’s observations of this surge are evidenced in companies like General Mills, a former employer of mine. The Minneapolis-based company points out that a whopping 82 percent of its employees volunteer, a surprising increase of over the company’s previous figures. It provided the consumer packaged goods firm a reason to gather in the workplace and package 2,000 pounds of rice for the local Emergency Assistance Program. Many other companies, their employees and professionals of all stripes devote time to making their communities better through volunteerism. In this day and age, they recognize the value of giving thanks through solid action.
So, to all of those who volunteer, in whatever capacity, gThankYou wants to pause to say a heartfelt, “Thank You.”
gThankYou, LLC sells Gift Gertificates that savvy companies give to show gratitude to employees and customers. gThankYou® Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Certificates are its best known products.
Categories: Gratitude · Volunteerism
Tagged: Emergency Assistance Program, General Mills, Points of Light Institute
