About Daily Deal Coupon Software

Maslow’s Hierarchy of Needs And Employee Engagement →

Abraham Maslow was an American psychologist who created the Hierarchy of Needs, a theory which argued that psychological health was dependent on the fulfilling of needs in order of priority. This theory put forward the idea that humans must have their basic needs met in order to pursue their own personal growth and development. The needs in Maslow’s theory are, in order:

  1. Survival – These are biological needs such as food, water, shelter, sleep.
  2. Safety – This need requires stability, security, order, law, and protection from elements.
  3. Belonging – This is a need for friendship, love, affection, and intimacy
  4. Importance – The need to achieve and master things, independence, and self-respect
  5. Self-Actualization – This is the need that requires people to fulfill their potential and what they believe they’re capable of.

These needs are the basis for human survival and growth. But look closer at them. They play a large part in employee engagement levels and how your employees are engaged and motivated within your company. Let’s break it down and see how this works:

  • Survival – We know this is a basic need. This includes the need to have a job, a salary that pays the bills, and a sense of financial independence.
  • Safety – When we have jobs, we need to know that they are secure. With the way the job market is nowadays, it’s hard for many to move past this second most basic need. It also causes individuals to need structure in the workplace, with a chain of command and a process for their duties so they feel confident that they’re doing their job correctly.
  • Belonging – People need to feel like they’re part of a team, that they are a part of something bigger. As employees, humans need to know their individual contributions are valued by the company. If your organizational is setup around team principles, then this sense of belonging and “camaraderie” should come almost naturally.
  • Importance – This need dovetails into the “belonging” need in the sense that individuals need to feel like they’re important to a team, projects, and the overall organization. This need is most prevalent inside of larger companies where the need to engage employees on a personal level becomes harder and harder for higher level management.
  • Self-Actualization – Most employees have some level of ambition and want to achieve more than where they’re currently positioned. Giving them opportunities for growth, learning, leadership and advancement gives them all of the tools they need to begin to self-actualize within your company’s walls. When they reach this point, and are taking full advantage of the tools made available to them, they inspire others along the way and create a ripple effect of employee engagement.

These needs are critical for the fulfillment of a satisfying professional life and career, so how can you provide this type of environment for your employees? The first two needs are fairly simplistic – pay your employees a livable wage and don’t make them feel as if their job is on the line all the time. Have a strong organizational structure that promotes teamwork and inclusion and you can begin to fill the third need. The fourth need, importance, is where things like employee recognition come into play so strongly. When your employees perform well, let them know it. Recognize them publicly for their accomplishments and reward them for what they’ve done. The public recognition lets the employee know their performance is important and that it matters. Incentive programs also work well here because they give employees tangible rewards for their performance. When someone receives a reward, or is able to use something like reward points to redeem for the reward item of their choice, they emotionally connect that reward to their jobs and feel important and accomplished because of it.

Self-actualization is realized because when employees feel important and recognized, they feel like they can take on more ownership of their role, and more of a leadership role within their company. This kind of employee is incredibly beneficial to the health of employee engagement because their enthusiasm and attitude actually inspire others to want to perform on their level. It’s contagious.

If you’d like to know more about the Hierarchy of needs and how it can help increase employee engagement in your workplace, call Loyaltyworks today at 1-800-844-5000. We’d love to share with you how our programs work to help you fulfill all of these needs for your employees.

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


Fine Tune Your Customer Service In 5 Steps | Incentive Solutions blog →

Call center customer retention

It doesn’t matter what business you’re in – technology, plumbing, building material distribution, marketing – the most important core principle of every business should be excellent customer service. This principle becomes even more important when you’re in a market where you’re evenly matched with your competition in both product and price. Here at Incentive Solutions, we know it takes more than a friendly smile (which should never be overlooked) to provide excellent customer service. In fact, our customers recently gave us a 95% excellent rating in regards to our service, so we know a thing or two about what it takes to satisfy clients. So to help, here are five tips you can use to boost your customer service efforts:

  1. Know Your Customers – This may sound silly, but each department and each team member needs to know their customers. If you run a warehouse, are the drivers customers? If you have a call center, is the caller or the company contracting the call center’s services the customer? This is a critical factor when it comes to determining how well your customers are serviced.
  2. Know The Demographic Of Customers – To add onto the previous bullet, ensure that your employees know who their customers could be. Say you have a sales staff that specializes in selling forklifts, but you also sell generators, your forklift sales team needs to know that they should also be on the lookout for customers whose businesses could benefit from the use of generators. It’s basically removing the blinders in order to increase your revenue, and to provide the customer with the solution that matches their needs best.
  3. Be A Shadow – If you think customer service is a possible issue at your business, schedule some time to shadow and watch your customer service representatives. This will give you the opportunity to observe exactly how you’re customer interactions are going. You can then offer training on the fly, teaching your CSR’s how to handle every situation better. This gives you the opportunity to help them grow.
  4. Schedule Time For Customers – If your employees work on tasks and customer service, then it might be beneficial to set time in stone that is specifically dedicated to providing customer service. If you have a sales team that also handles moderate administrative duties (first of all, you’re doing it wrong) then you need to make sure they know when to stop pushing paper, and when to start with the clients. It’s up to you as a manager to delegate these time frames, so review your reports to determine what times of day produce the heaviest flow of customers and base your schedules around that..
  5. Take Responsibility – Take responsibility for your actions. One thing that customers hate more than anything is when a company makes a mistake and then tries to blame it on them. Take responsibility for your teams’ actions, and teach your employees to do the same. If they make a mistake on a customer’s order, own up to it, apologize, and fix it. It’s as simple as that. Trying to sweep the mistake and then blame it on the customer will cost you thousands of dollars in lost business down the road, especially If this happens to more than one customer.

Here at Incentive Solutions we’ve been helping our partners improve customer retention and loyalty through our B2B customer loyalty programs for over 35 years. It’s what we do best. If you’d like more information regarding one of these programs, then call us today at 1-866-567-7432.

Google+

Incentive Solutions

2299 Perimeter Park Drive

Suite 150

Atlanta, GA 30341
Incentive Solutions


Employee Recognition Programs – Structuring Success →

One of the easiest motivators that a company can use to boost morale, productivity, and profitability is employee recognition. Everyone loves to be recognized for their work, dedication, and/or achievements. Employee recognition programs ensure that your employees feel recognized for their contributions, encouraging them to keep up the good work. These programs also provide benefits in the form of higher customer satisfaction scores and reduced turnover.

So how do you start? Here are 9 steps that should help you get your own employee recognition program off the ground and running successfully:

  1. Objective – Determine what your goals and your program’s objectives will be. Make them meaningful to your organization’s culture – like encouraging and rewarding teamwork, innovation, or integrity.
  2. Budget – Gather a consensus from your leadership team on how much you’re willing to spend on your program. Bear in mind that programs can offer an ROI of up to $4-6 for every dollar invested in the program. So, done right, the program should eventually pay for itself.
  3. Guidelines & Criteria – Decide on the form and function of your program. Will you reward participants for increasing customer satisfaction scores? How will you issue the reward? How will you communicate the recognized employees? These are questions you have to answer to move forward.
  4. Choose Rewards – Having a good program setup is worthless if you don’t have good rewards to go along with it. At Loyaltyworks we have an online reward catalog that contains millions of different merchandise, travel, entertainment, and event ticket rewards. This ensures that every participant has something they want, and skin in the game.
  5. Buy-In – Your leadership team has to be on board with your program, constantly communicating its importance to the staff, as well as recognizing employees for their performance in front of all of their peers. This public recognition from higher-ups will ensure all employees that everyone is on board and that being recognized is a serious thing that’s worth their time.
  6. Communication – Let your employees know when your program is going to launch, what’s in it for them, the rules of the program, how to get recognized, and how much it means to the company. As long as you cover all of these bases you’ll stand a good chance of having your program be successful.
  7. Tracking – Keep tabs on your program and the results it’s producing. If you’re seeing gains in one particular type of recognition, keep it up. If another area of your program isn’t producing results, modify it or take it out of the program altogether. It is important to maintain program consistency and continuity throughout its lifetime (if it’s temporary), so consider modifying the struggling areas on the next launch of the program. If it’s a permanent program, modify on the fly and notify your participants of any changes.
  8. Rinse & Repeat – Keep doing the same thing and keep giving your employees quality recognition and rewards for the good work they do and you’ll continue to see good results.

At Loyaltyworks we’ve been running employee recognition programs for over 35 years, If you’d like to find out more about one of our programs, or would like consultation because you’re thinking of starting your own program, call us at 1-800-844-5000 today.

Google+

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


Employee Recognition Programs – Structuring Success →

One of the easiest motivators that a company can use to boost morale, productivity, and profitability is employee recognition. Everyone loves to be recognized for their work, dedication, and/or achievements. Employee recognition programs ensure that your employees feel recognized for their contributions, encouraging them to keep up the good work. These programs also provide benefits in the form of higher customer satisfaction scores and reduced turnover.

So how do you start? Here are 9 steps that should help you get your own employee recognition program off the ground and running successfully:

  1. Objective – Determine what your goals and your program’s objectives will be. Make them meaningful to your organization’s culture – like encouraging and rewarding teamwork, innovation, or integrity.
  2. Budget – Gather a consensus from your leadership team on how much you’re willing to spend on your program. Bear in mind that programs can offer an ROI of up to $4-6 for every dollar invested in the program. So, done right, the program should eventually pay for itself.
  3. Guidelines & Criteria – Decide on the form and function of your program. Will you reward participants for increasing customer satisfaction scores? How will you issue the reward? How will you communicate the recognized employees? These are questions you have to answer to move forward.
  4. Choose Rewards – Having a good program setup is worthless if you don’t have good rewards to go along with it. At Loyaltyworks we have an online reward catalog that contains millions of different merchandise, travel, entertainment, and event ticket rewards. This ensures that every participant has something they want, and skin in the game.
  5. Buy-In – Your leadership team has to be on board with your program, constantly communicating its importance to the staff, as well as recognizing employees for their performance in front of all of their peers. This public recognition from higher-ups will ensure all employees that everyone is on board and that being recognized is a serious thing that’s worth their time.
  6. Communication – Let your employees know when your program is going to launch, what’s in it for them, the rules of the program, how to get recognized, and how much it means to the company. As long as you cover all of these bases you’ll stand a good chance of having your program be successful.
  7. Tracking – Keep tabs on your program and the results it’s producing. If you’re seeing gains in one particular type of recognition, keep it up. If another area of your program isn’t producing results, modify it or take it out of the program altogether. It is important to maintain program consistency and continuity throughout its lifetime (if it’s temporary), so consider modifying the struggling areas on the next launch of the program. If it’s a permanent program, modify on the fly and notify your participants of any changes.
  8. Rinse & Repeat – Keep doing the same thing and keep giving your employees quality recognition and rewards for the good work they do and you’ll continue to see good results.

At Loyaltyworks we’ve been running employee recognition programs for over 35 years, If you’d like to find out more about one of our programs, or would like consultation because you’re thinking of starting your own program, call us at 1-800-844-5000 today.

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


YOU BETTER RECOGNIZE The Revolution Of The Millennials →

By next year, millennials, workers between the ages of 18-35, will comprise roughly 36% of the US work force. They’ll comprise half of it by 2020. If you’re not picking up what we’re putting down, that means that millennials are taking over, Jack. They’re going to be the single largest generation of the workforce and you better be prepared to motivate them and recognize them or they will go make your competition successful instead. Nobody wants that. So to help you keep your millennials on-board and pointed in the right direction, here are some tips to motivating the millennial generation:

Share Your Vision – You’ve got to share the big picture with millennials. They need to understand where the company’s headed, how they fit into it, and how they’re going to get meaning from the job they’re going to be doing. They love a sense of purpose, and sharing them with them how their job is meaningful will produce much more favorable results than if you just told them get to work.

Community Service – The Pew Research Center conducted a study which found that the millennial generation places a higher value on helping people in need (21%) than having a high paying career (15%). Companies who are embracing this fact are realizing much high levels of engagement and retention than their peers. One company we’ve worked with was comprised almost entirely of millennials (90%) and the CEO found that allowing them to setup committees, which use company funds and resources to organize help to their causes, helped his staff to tap into their creative energy and increased his retention rates, customer satisfaction rates, and profitability

In-Between Titles – The millennials are eager to advance, and are impatient enough to not wait around three to five years for any sign of a promotion. Establishing in between titles and assistant titles helps them feel like they’re moving forward, as well as giving them more responsibility so they’re ready for the promotion when it finally does come their way.

Feedback And Feedback – Millennials require constant and almost immediate feedback. They need to know that their work is recognized, and that they’re doing the right things. What’s the best part about this? It’s completely FREE! All you have to do is say thank you and let them know where they’re going right or wrong and you’ll have loyal, hardworking young people on your hands.

Work-Life Balance – This generation wants more flexibility due to the fact that their technology effectively allows them to work from anywhere. Some have late seeping habits, and would be much more suited to doing their jobs from 9 pm to 6 am, and attaching them to a reverse grind effectively ruins their productivity. If they don’t have to interact with customers or vendors on a timeframe, let them create their own types of hours, as long as they complete and exceed their tasks.

Here at Loyaltyworks we’ve been helping companies drive every generation of employee for over 35 years. We have experience with the millennials, too (just ask the guy publishing this for us). If you want help setting up your workplace to keep this generation on track, call us at 1-800-844-5000 today.

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


What Really Motivates Your Employees? →

When it comes to sales incentive programs, research shows cash is not always king. Recent studies reveal overall employee satisfaction actually increases when non-cash awards are at stake, not just money.

Sales incentive programs certainly help inspire employee performance and loyalty, resulting in a growing bottom line for the business. But, it’s equally important to structure your program to maximize employee motivation. Research conducted by Jeffrey Scott at the University of Chicago’s Graduate Business School reveals that when employees are asked what would make them work harder, the majority are quick to say, ‘cash.’ However, Scott’s 2004 study along with more data from a 2008 study led by the Forum for People Performance Management and Measurement (FFPMM), a non-profit group, ultimately showed, ‘The participants stated that they wanted ‘cash,’ however, the top performing group was the ‘non-cash’ group. What accounts for this difference between employee’s words and their actions? Scott’s study went on to explore the how people think when it comes to motivation and how these thoughts influence action.

Think of it this way, when cash is the reward, most people feel obligated to save for retirement, pay off debt, or put the money in a college fund. However, hard work that earns you the big screen TV you’ve been wanting or that dream trip to Bora Bora somehow seems to justify the splurge, according to Scott’s findings. Even if you have the funds to buy such items, actually spending the money might seem frivolous or unnecessary given more important expenses. On the other hand, winning these luxuries through increased performance is perfectly acceptable. The desire to obtain the unattainable is a powerful motivator.

In many cases, the perceived value of these big ticket items can be much greater than their true worth; making such rewards economically smart for a company to offer. Also, employees are more likely to share the good news of winning non-cash rewards with others versus boasting about winning a certain amount of cash, thereby creating a positive buzz and halo effect for the company.

When designing your sales incentive program, it’s vitally important to select the right non-cash rewards. Items or experiences that are unique, memorable and might seem completely out of reach in your employee’s life. At Loyaltyworks, we develop custom turnkey programs with creative and aspirational incentives that truly motivate employees to succeed.

Call us at 1-800-844-5000 and let us help you exceed your goals.

Google+

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


Customer Service Horror Stories →

Do You Have A Receipt For This Customer Loyalty?

Our next story comes from a department store. You know as well as I do that when a customer walks into your place of business, you have no idea what all baggage they’re bringing with them. This is true in any area of life, but it’s especially true when you’re offering a product or a service to someone, where they rightly feel entitled to their expectations being met.

In this instance, a woman walked into a store and tried to return a few dresses that her mother had purchased. Without a receipt, the cashier refused to perform the return. The customer explained that her mother had recently purchased them, and pointed out the fact that they still had the tags on them – they’d never even been worn. The cashier then invasively asked the customer why she couldn’t just get the receipts from her mother.

The customer informed her that her mother had just died.

If your employees pressure your customers into giving up this kind of information, your customer loyalty rates are in trouble. But the worst part is that without skipping a beat, the cashier immediately quipped, “well, you don’t look too sad about it.”

Your customer just told you their mother died, they’re trying to return clothes she purchased recently but never had a chance to wear, and you have the nerve to say “you don’t look too sad about it?” Employees like this don’t help anyone remain in business

This salesperson was obviously more concerned with protecting the company and their own ego from this customer, who they assumed was trying to rip them off. That shows how misplaced their priorities were. If you want to succeed in business, your employees have to know that, as clichéd as it sounds, the customer comes first. Prioritize this fact. Actually, incentivize it with a service-based employee recognition program and watch how quickly customer service improves. You should even offer customer loyalty incentive programs so that your customers get rewards for repeating their business with you. That way, each side of the transaction has skin in the game (rewards) when it comes to fulfilling your objectives (customer loyalty). It’s just good business.

At Loyaltyworks we’ve been creating customer loyalty incentive programs and employee recognition incentive programs for over 35 years. We love what we do. Call us today at 1-800-844-5000 and we’ll show you exactly how one of these programs can help prevent this story from happening in your workplace.

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


B2B Customer Loyalty And Transparent Partnerships | Incentive Solutions blog →



B2B Customer loyalty

A client/business relationship is just like every other relationship – communication and transparency are important if you want there to be trust and for the relationship to flourish (aka loyalty). Just like with any significant other, this relationship is a two way street. You have to understand your customers’ businesses, needs and goals, and they need to understand your company’s position and how you function via transparency. When you provide your customers/clients with this kind of transparency, a chain of events occurs that benefits you:

  • Transparency begets trust
  • Trust begets customer retention
  • Customer retention begets profits

But exactly how beneficial is this process? Well, acquiring new customers can cost your business up to five times as much as keeping an existing one. That means that increasing your retention rate can increase your profits anywhere between 25-125%.

So how do you go about being a transparent business partner with your clients? Let your clients know all there is to know about your business. Send them newsletters and updates whenever you do something new, exciting, or when you have a product or service in the pipeline that’s beneficial to their business. Send them industry related info and how you are benefitting them. When they understand your business and what you stand for, and when you act like a true partner would and they know they can count on you, they’ll trust you with their business in the future.

One of they core tenets of this trust is that your client needs to know that you’re working for them and not just for yourself. They understand that you’re in business to make money, but they need to know that you’re on their team. They also don’t to be presented with unwanted surprises – like fees and failures. Again, this plays into the whole “I need to know I can trust you and you’re on my side” mentality. This kind of transparency provides the following benefits:

  • Builds trust
  • Limits surprises
  • Generates accountability
  • Makes you likeable

If you can’t tell, the main point we’re trying to drive home here is that for your clients to truly partner with you, you’ve got to be a transparent business partner that’s involved in the success of their business, and not just another service provider that they fill out invoices for once a month.

Here at Incentive Solutions we’ve been helping our partners build success and increase customer loyalty and retention for over 35 years. It’s what we do best. If you’d like to find out more about how we can be a partner to your success, call us today at 1—866-567-7432 and we’ll show you exactly why our clients gave us a 95% excellent rating and would and do refer us on to their friends.

Google+

Incentive Solutions

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Incentive Solutions


When Small Businesses Grow Up →

Last month we talked about some of the reasons that small businesses are important to pursue to keep your business in business. This month we’re going to talk about another maybe more obvious, but often overlooked reason these customers are valuable – success makes them bigger and, wait for it, much more profitable to any of their business partners.

The only way to stay relevant and successful in the business world is obviously through growth. That means that any customer you have should grow as long as they remain in business.

If they do end up remaining in business for the long term – who knows? They could turn into one of the biggest accounts you have. Having these accounts full of growth potential means that if you have one of your larger and more established accounts go out of business, one of the newer growing accounts could rise to fill in the gap when and if the need arises.

But that whole situation is obviously a “maybe.” Still, you should treat every account as if it’s going to become one of your largest accounts some day. In fact, if you’re doing your job right and your company is delivering on its brand promises, your service and your product should actually cause your accounts to be more successful, ensuring shared success as both you and your clients grow in business together.

Of course, all of this only works in a perfect world with no negative influences or instances. You can’t guarantee that your customers will go from small fish to big fish, but you have to treat them like they will so that when and if they do, they remain a loyal partner to you and your brand.

One of the best ways to show them that they matter more to your company than just the services and products you provide them, is to provide them with a customer loyalty reward program. That way they have your superior product, your unparalleled service, and they get an extra something in it for them on top of it all. That type of relationship inspires true customer loyalty.

We’ve created customer loyalty programs for over 35 years and would love the opportunity to show you how one of them could help you inspire all of your fish, little and big, to remain loyal for years to come. Call us at 1-800-844-5000 or fill out our contact form for more info.

Google+

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks


Customer Service Horror Stories →

Do You Have A Receipt For This Customer Loyalty?

Our next story comes from a department store. You know as well as I do that when a customer walks into your place of business, you have no idea what all baggage they’re bringing with them. This is true in any area of life, but it’s especially true when you’re offering a product or a service to someone, where they rightly feel entitled to their expectations being met.

In this instance, a woman walked into a store and tried to return a few dresses that her mother had purchased. Without a receipt, the cashier refused to perform the return. The customer explained that her mother had recently purchased them, and pointed out the fact that they still had the tags on them – they’d never even been worn. The cashier then invasively asked the customer why she couldn’t just get the receipts from her mother.

The customer informed her that her mother had just died.

If your employees pressure your customers into giving up this kind of information, your customer loyalty rates are in trouble. But the worst part is that without skipping a beat, the cashier immediately quipped, “well, you don’t look too sad about it.”

Your customer just told you their mother died, they’re trying to return clothes she purchased recently but never had a chance to wear, and you have the nerve to say “you don’t look too sad about it?” Employees like this don’t help anyone remain in business

This salesperson was obviously more concerned with protecting the company and their own ego from this customer, who they assumed was trying to rip them off. That shows how misplaced their priorities were. If you want to succeed in business, your employees have to know that, as clichéd as it sounds, the customer comes first. Prioritize this fact. Actually, incentivize it with a service-based employee recognition program and watch how quickly customer service improves. You should even offer customer loyalty incentive programs so that your customers get rewards for repeating their business with you. That way, each side of the transaction has skin in the game (rewards) when it comes to fulfilling your objectives (customer loyalty). It’s just good business.

At Loyaltyworks we’ve been creating customer loyalty incentive programs and employee recognition incentive programs for over 35 years. We love what we do. Call us today at 1-800-844-5000 and we’ll show you exactly how one of these programs can help prevent this story from happening in your workplace.

Loyaltyworks

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341

Loyaltyworks