Award Winning Global Rewards
and Recognition Provider
Recognition and Incentive Solutions
Business Case – Employee Recognition
Employee Engagement and Empowerment
Target Audience
1,175 Associates and 170 Managers located in multiple locations in the United States.SITUATION
The organization had a recognition program in place, but there was no consistency or standards. Some Managers participated; others did not. The program was sporadic, only offering award opportunities a few times per year.OBJECTIVES
- Get Associates and Managers from four separate service groups focused on a single set of customer–focused priorities
- Focus Associates and Managers on internalizing, exhibiting, and reinforcing key behaviors
- Empower Associates and Managers to recognize each other for exhibiting excellence in their day-to-day approach to their job
- Increase Associate satisfaction, engagement, and retention
SOLUTION
Design and implement a reward and recognition platform to enable easy and meaningful recognition of Associates and Managers for adopting the company’s six service principles:- Treating each customer like your only customer
- Anticipating customer needs
- Communicating with professionalism
- Offering innovative solutions to meet unique needs
- Demonstrating comprehensive knowledge of products, services, and the organization
- Excelling at the basics; executing with excellence
SMART FEATURES
Web Platform: Everything necessary to participate in recognizing each other was available online. The secure online platform used a Point-based reward system in which Points were redeemable for high-quality merchandise. On a daily basis, Associates and Managers could take quizzes, post Best Practices, and award On-the-Spot recognition. Managers could award Associates with Spin & Win Online Rewards and Scratch-and-Win Reward Cards. These features were fun, interactive, engaging, and kept the program top of mind.Learn & Earn: Associates and Managers earned Points for passing quizzes 
on product features, service skills, and the organization.
Best Practices: Associates and Managers could submit Best Practices. Those Best Practices subsequently approved were posted to the site and Points were awarded.
On-the-Spot Cards: These cards allowed Associates and Managers to recognize each other for doing the right things right – practicing its six service principles. These awards were easy to use and added excitement to the program.
Spin-and-Win: Managers could award Associates with an electronic game token. By clicking on a link, the Associate would spin anelectronic wheel (complete with sound for added excitement) and be awarded Points. The Manager could include a customized message reinforcing exactly what the Associate did to deserve this recognition. 
Scratch-and-Win Cards: Managers awarded Associates with a Scratch-and-Win Card when they were caught exhibiting excellence by practicing the six service principles. The Associate scratched the card to reveal a code and then input the code into their password-protected account to reveal the Points awarded.
RESULTS
Outstanding! The program surpassed all of the success criteria defined at program launch.- Participation: 98.7% of Managers and Associates logged into the rewards site at least once.
- Manager Engagement: 98.8% of all Managers gave at least one Scratch-and-Win Card.
- Manager and Associate Engagement: 77% of all Managers/Associates gave and 85% of all Managers/Associates received at least one On-the-Spot Card. This organization currently has 85% employee engagement.
- Knowledge: 91% of Managers and 96.5% of Associates passed the quiz. 85% of Managers had 80% of their team pass the quiz.
- Retention: Employee retention improved to the point that a change needed to be made to the program. The organization realized that much of its innovation was spurred from new Associates, so the program was adjusted to include awards for innovative ideas.
