Case Study: Major Hospitality Company improves customer service by 17% with Maritz Motivation

Major Hospitality Company - Customer Case Study

Major Hospitality Company partnered with Maritz Motivation to improve employee engagement and customer service. The company’s existing recognition program gave employees unlimited chances to earn cash rewards, but this had started to feel expected rather than motivating, making it harder to inspire exceptional guest experiences.

Maritz Motivation used behavioral science to redesign the recognition program around shared identity and emotional intensity, connecting rewards to company values and memorable service. The new approach boosted employee inspiration and delivered measurable gains: customer service rankings improved by 6.4% within a few months and by 17% after seven years, reaching the highest customer service scores in company history.