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Author's profile photo Susan Galer

Hilton Worldwide Finds Sure-fire Formula for Customer Satisfaction

Simplicity is the secret to winning.  I heard those words from golf Hall of Famer Kay McMahon at my golf league’s opening brunch a few weeks ago. And although McMahon was talking about eliminating the thousands of thoughts floating inside most golfers’ heads while swinging the club, it’s equally applicable to the business world.  For example, when a Gallop Poll last fall revealed that four out of ten workers were disengaged, many people were pretty shook up with good reason. The same poll also showed that companies with engaged employees outperform those without by over 200 percent. But I’m guessing that most Human Resource (HR) executives didn’t need a survey to tell them that happy employees lead to happy customers.

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It’s a simple equation that has more HR teams reaching for innovative software solutions. According to Forrester Research, 76 percent of surveyed companies are upgrading or have plans to implement HR software, having the strongest interest in cloud-based deployment. Their enthusiasm is understandable when you consider the business value that top performing organizations have already achieved by simplifying.

For example, Hilton Worldwide, a leading global hospitality company, centralized its talent management systems to gain a single, consolidated view of its 300,000 employees worldwide. In this video, David Mallett, Senior Director of Workforce Analytics, Metrics & Support at Hilton, explained the results:

Thanks to SuccessFactors, we finally have a clear connection between our employee performance ratings and the types of merit increases they warrant. That’s helping us deliver a better guest experience worldwide.

Drawing a straight line between employee performance and rewards is a sound business strategy. Even so, a recent study from Bersin by Deloitte, revealed that over 40 percent of respondents say that their companies are not ready to address the issue of HR technology. That puts Hilton Worldwide at the vanguard of the industry. It also reflects what Kay McMahon was getting at when she talked about removing distractions to zero in on only what matters. Focus on the club, not the ball. If you move the club correctly, you’ll move the ball where you want it to go. It’s as simple as that.

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