SYLVANIA, OH--(Marketwire - Oct 23, 2012) - Root, the strategy execution consulting company, announced today its client, Hilton Garden Inn, has won a coveted Brandon Hall Gold award for excellence in the Talent Management category. The Gold, for the Best Employee Engagement Model, recognizes a program Root helped develop to support Hilton Garden Inn's new Satisfaction Promise, a guest loyalty program rolled out in early 2012.
Hilton Garden Inn saw an opportunity to drive higher levels of guest loyalty and made a shift in their business strategy to focus their energies on achieving 100% guest satisfaction throughout their hotels. They created the Hilton Garden Inn Satisfaction Promise, a program designed to reach every guest who walked through the doors to promise to do whatever it takes to ensure guests are satisfied or they don't pay.
To ensure all HGI team members understood the objectives and outcomes of the program and were engaging guests to resolve problems and ultimately avoid future problems, Hilton Garden Inn partnered with Root to develop a multi-faceted engagement program that involved a variety of solutions including videos, games, role-playing, and prizes -- all designed to inform, entertain, and excite participants. After the initial rollout in early 2012, customer loyalty scores are up significantly and employees love being part of the process -- they feel empowered to make a difference in the success of the business. For guests who are aware of the Satisfaction Promise, after just 9 months of rolling out the program:
- Loyalty scores were up 16.6 points,
- Overall experience scores were up more than 13 points, and
- Value of the experience for the price paid was up more than 17 points.
"Working with the team at Hilton Garden Inn was a wonderful experience for us as we were able to help them reach their goals of improving customer loyalty through the power of their people," said Jim Haudan, CEO of Root. "HGI knew they had to engage every single employee in their hotels to launch a successful customer loyalty program. We partnered with them to develop an innovative and inspirational engagement plan that worked and we are extremely proud of the results."
"With an initiative as important to us as our brand promise, it was essential to ensure every one of our team members, at every one of our hotels, understood what the program was intended to do and their individual role ensuring our guests are 100% satisfied with their experience," said Alan Roberts, vice president, brand performance and sales support, Hilton Garden Inn. "By partnering with Root we're able to create brand education solutions that are fun and engaging, but more importantly, make certain our team members understand the outcomes we're driving towards."
"This year's winners should be very proud of their achievements especially based on the rigorous judging process all submissions underwent," said Mike Cooke, chief executive officer of Brandon Hall Group, Inc. "We are honored to recognize the award winners who exemplify a high standard of performance in their organization and demonstrate clear, measurable business results through these innovative programs."
The entries were evaluated by a panel of veteran, independent senior industry experts, Brandon Hall Group Sr. Analysts, and Executive Leadership based upon the following criteria: fit the need, design of the program, functionality, innovation, and overall measureable benefits.
Root is a strategy execution company that helps organizations engage their people as the catalyst and driver for change. Root does this by connecting people with complex strategies using creative and visual methods, transformative insights, and consulting know-how on strategy deployment and sustainment. With more than 20 years of capabilities developed from partnering with the world's largest businesses, Root has created a proven framework that consistently achieves clarity, ownership, and results. Based in Sylvania, Ohio, Root has been recognized as a Great Place to Work for seven consecutive years. Visit www.rootinc.com for more information or follow Root on Twitter: @therootinc.
About Brandon Hall Group
Having worked with more than 10,000 clients globally and after 20 years of delivering world-class solutions, Brandon Hall Group is the preeminent research and analyst organization focused on developing research-driven solutions to drive organizational performance for emerging and large organizations. Brandon Hall Group has an extensive repository of thought leadership, research, data and expertise in Learning and Development, Talent Management, Sales Effectiveness, Marketing Impact, and Executive Management. (www.brandonhall.com).