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The CEO's point of view

This week’s Real Recognition Radio show brings you inside the world of ING DIRECT CANADA with Peter Aceto, President & CEO and Kate Johnston, Senior Manager of Communications.

How do you build a strong culture of recognition for engaged employees?

Discover ING DIRECT’s secrets to creating an environment of positivity and cooperation through the power of relationships. It takes a lot of strategy and a little elbow grease, but the result is an enviable engaged, top performing workforce.

You think your boss is bad?

What We Can Learn From Customer Loyalty Programs

Since 2004 my company has provided customer loyalty programs to several very large financial institutions.

You know the type of program I mean… the ones where you pull out your credit card, pay for your latest purchase and earn points which can be redeemed for travel, merchandise and gift certificates.

Needless to say, we have learned a lot over the years about this type of business. One of the most surprising things is how many similarities there are between what we do for our customer loyalty clients' cardholders and for our employee performance clients' recipients.

There have been a couple of surprising lessons concerning the number and type of rewards offered in a customer loyalty program.

Typically, customer loyalty programs often feature less than a thousand different rewards… usually only several hundred rewards. Turns out research shows that thousands and thousands of merchandise rewards aren’t necessary, regardless of the size of the program. Cardholders appreciate a carefully selected and balanced merchandise rewards selection tailored specifically to them.

Another lesson is the limitation credit card companies put on the number of gift cards featured in their programs. Gift cards reduce program brand equity! For example, when cardholders select a gift card to an electronics store versus selecting the electronic, the cardholder will associate the reward with the store they used the gift card at, not from their rewards program!

These are very sophisticated marketers who specialize in Customer Relationship Management (CRM), a well established science. So what can we learn from these experts and how can we apply their lessons to employee performance programs? I asked these CRM experts the very same question.

Their response might surprise you!

They told me that they do their very best to know and understand who their customers are and what rewards excite them. In other words, they try and create a merchandise rewards catalog that is personal and relevant to cardholders. When they heard that in our employee focused industry sometimes tens of thousands and in some cases hundreds of thousands of different rewards are offered, their response (and this came from several different companies) was identical… “I guess companies don’t know their employees very well!”

And you know what, they are right!

Offering tens of thousands of reward options really is making a statement… we (the company) don’t really know you (the employee) very well! So here, choose from a gazillion different options and hopefully there will be something you like.

I believe that for recognition to be effective it must be personal. Could it be that for rewards to be effective they too should be personal? Credit card companies have invested millions of dollars trying to reach customers on a personal basis. The same holds true for employees!

I think we can all learn some very valuable lessons from these CRM experts and apply it on the work we do for our clients' employees.

Perhaps it’s time for a new science… Employee Relationship Management!

How Organizations Empower Bully Bosses: A Criminal in the Workplace

This episode of Real Recognition Radio invites Marilyn Veincentotzs, author of How Organizations Empower Bully Bosses: A Criminal in the Workplace, to talk about the troubling trend of “bully bosses.” Learn what your leaders may unconsciously be doing to encourage this kind of behavior and what they can do to be proactive to ensure your employees are living your corporation’s values. So join in on the conversation and discover how to create a positive work environment you can be proud of!

VPHR's International Conference

My colleague Christophe Laval, founder of VPHR (Vision Performance Humain Reconnaissance), is hosting an international conference this October to discuss the importance of quality of life at work and its relation to productivity.

This event will be an opportunity for people from all different areas of expertise to share points of view and experience.

There will be presentations in English and French, so if you're looking for an excuse to visit Paris in October, here's your chance!

Click here for registration and presenter information.

How do you inspire greatness?

Have you checked out Rideau's Facebook page?

Check it out, and feel free to leave us a note on our discussion board, where we ask you, How do you inspire greatness?

The Why of Work: Creating Meaningful Work & Workplaces

According to the authors of “The Why of Work”, Dr. Dave Ulrich and Dr. Wendy Ulrich, we all seek a sense of purpose, contribution, connection, value, and hope through our work, this is what drives us and keeps us engaged.

On next Tuesday's episode of Real Recognition Radio, the Ulrichs will help you unravel the root of what motivates your employees and learn how to create leaders that will change the workplace.

Listen in next week to discover how to become a “meaning maker” and how this helps you improve productivity, customer satisfaction and your bottom line.

Why You Need a Recognition Strategy

Having a well defined recognition strategy is the first and arguably the most important element of Recognition Professionals International’s (RPI) Seven Best Practice Standards.

Why?

Simply put, recognition programs which do not align with overall corporate strategies are impossible to defend and inevitably end up being considered an expense instead of an investment. In hard times, these aimless programs are among the first things to be cut.

Any well thought out recognition strategy that ties into your corporation’s business objectives or mission, vision and values is much more readily defensible because senior management can see the link between your strategy and their business objectives.

Corporations will always try and cut expenses, but most will do their utmost to defend investments they believe will help grow the business and deliver profits to shareholders.

RPI's second Best Standard is to have senior management buy-in and support for your recognition strategy. If your recognition strategy is linked to senior management’s business strategies, it makes it much more likely that someone in the C-Suite will act as your recognition champion.

So here are a few tips… take a hard look at your current recognition programs. Do you have a written recognition strategy? Does this strategy align and link up with your senior leadership’s business objectives? Do your leaders understand the strategy and its linkages? Do your leaders actively support your recognition programs?

If the answer is “no” to any of these questions, you should invest some serious time and effort on your recognition strategy, otherwise, you might find yourself considered an expense… and we all know what happens to expenses!

Philanthro-captialism: Oxymoron or Social Responsibility?

My colleagues Roy Saunderson and Max Brown, hosts of Real Recognition Radio tell me there is a global revolution under way in philanthropy: organizations are finding out that doing good for others mean doing well for themselves too.

Real Recognition Radio's guest, Matthew Bishop is the US Business Editor and New York Bureau Chief of The Economist, and the author of several books including, “Philanthrocapitalism.”

According to former U.S President Bill Clinton, “This is an important book. Our interdependent world is too unequal, unstable, and unsustainable. We have to transform it into one of shared responsibilities, shared opportunities, and a shared sense of community.”

Listen and learn how making the world better makes perfect corporate $ense.

Tune in next Tuesday at 1 PM ET

Creating communities within your organization

My partners down at PollStream create fantastic social networking tools to facilitate employee relationships and increase employee engagement. The networking systems let you use a proven successful social phenomenon to keep the channel of communication between employees open and active. PollStream understands the power of community!

If you're interested in learning more about them and the subject, they've recently launched their blog: http://pollstreamblog.wordpress.com/

So go take a look and discover the power of conversation!

Thank You Thoughts

"The only way to get people to like working hard is to motivate them. Today, people must understand why they're working hard. Every individual in an organization is motivated by something different." -Rick Pitino

What is leadership 2.0?

Bestselling author and leadership advisor, Robin Sharma is this week’s guest on my colleagues Roy and Max's show Real Recognition Radio and will explain how embracing leadership can change the workplace.

Robin Sharma is ranked as one of the Top 5 leadership experts and is the celebrated author of 11 bestselling books on leadership, including The Leader Who Had No Title.

Successful organizations are those that have high emotional intelligence – they encourage innovation, responsibility, relationships and see leaders in all their employees. Join in on this powerful conversation to learn that it doesn’t matter what your title is, you have the power to change your environment at work and at home.

Tune in next Tuesday at 1 PM ET

Past show episodes available on itunes!

World Cup: A Game Changer!

The whole world’s eyes are focused on South Africa as the world gathers to celebrate and play the World Cup. Nelson Mandela said it best, “The generosity of the human spirit can overcome all adversity. Through compassion and caring we can create hope.” Just think of the thousands of fans gathered in South Africa to cheer on their country's team and the millions more around the globe that watch with excitement.

All businesses have a lot to learn from World Cup games. Imagine your workplace where everyone was so excited and focused on your business’s goals. Recognition and teamwork can help, not only improve your work environment, but also your company’s results. Just as soccer is the “game changer” for South Africa, building a recognition culture can become your "game changer" to helping your company decrease turnover, improve customer satisfaction and raise employer and employee engagement to reach all new records of performance.

Danny Jordaan, member of FIFA's organizing committee provided some special recognition to the 22,000 workers who helped build the new venue on the eastern border of Sowetto that will host the opening and final games. He presented them with 2 tickets each to attend a match for their help in building this great tribute to their country. “The world can see what you have built,” he said. “This is not just a stadium but a monument, a demonstration of this country’s ability and capability."

South Africa’s current President Zumba was quoted in Time magazine as saying the World Cup is “To show the world we are capable.” Truly all the eyes of the world are on South Africa and we are proud that they have showed us what change can be made in a relatively short period of time since Apartheid . President Mandela thanks for showing us how to be compassionate and how to create hope, you are an example for all of us to follow.

Creating Great Corporate Culture One Slice at a Time

How do you take a standard industry turnover rate of 150% and reduce it to less than 30? Tune in to the next episode of Real Recognition Radio to find out!

CEO of Nick’s Pizza & Pub, Nick Sarillo is going to be interviewed by my colleagues Roy Saunderson and Max Brown on the next Real Recognition Radio. Nick will share his insights and practices so you can learn what it means to “create great corporate culture one slice at a time.”

Featured on the cover of Inc. magazine, on Fox Business and in Newsweek for his creative and values-driven approach to leadership and training, Nick will show you how to create a deep corporate culture that delivers a strong sense of belonging, topped with high morale and high productivity. Tune in next Tuesday at 1 PM ET and learn how embedding recognition in corporate culture results in success!

Roy Saunderson is a Visionary!

In 1996, Roy Saunderson founded the Recognition Management Institute (RMI) to address the difficulty managers have giving effective recognition to their employees. Roy was one the very first pure play recognition consultants and pioneers in the field.

At that time, Roy was a very lonely voice in the wilderness. Most folks associated “recognition” with rewards. Roy saw it differently. He believed that recognition was about feelings. He coined the term Real Recognition™ and over the years, has consulted and presented to corporate clients all across the globe as well as to governments and trade associations.

I’m proud of the fact that that Recognition Management Institute became a division of Rideau Recognition Solutions in 2006.

Roy is truly a visionary in the field of employee recognition!

One of his recent monthly columns in Incentive Magazine addresses one of the hottest topics in our industry head on. That issue is how to determine ROI on recognition programs.

I urge all readers to check out Roy’s “Top 10 Tips for Solid Recognition ROI” in Incentive Magazine.

One of Roy’s thoughts really struck home with me… “the bottom line is not as important as what happens above that line.” How true. A profit & loss statement is just a snapshot in time. Too many CEO’s and other c-suite types focus on this short term “moment” and forget the bigger picture. Those who care about what happens above the profit line… i.e. PEOPLE… will be rewarded with sustainable long-term growth and profits.

Read Roy’s column. I think it was one of his best!

... and if you're looking for more recognition - try listening to Real Recognition Radio hosted by Roy and our colleague Max Brown.

Contented Cows Move Faster

Did you know contented cows move faster??

On the next Real Recognition Radio, my colleagues Roy Saunderson and S. Max Brown will be interviewing the authors of Contented Cows Move Faster - Bill Catlette and Richard Hadden. Bill and Richard also speak to, train, and coach managers on leadership practices for better business outcome. This great episode will teach you how having a focused, fired-up, and capably led workforce is one of the best things any organization can do for its bottom line.

Tune in next Tuesday at 1 PM ET!!

Recognition Reading

The Recognition Council's latest white paper is entitled Pump Up Employee Engagement: Fuel Prosperity with Strategic Recognition, Supercharge Your Program by Really Knowing Your Audience.

Give it a read to learn how to wield recognition effectively and accomplish all your corporate goals.

How Southwest Makes Recognition Fly

Next on Real Recognition Radio is Southwest Airlines’ Sunny Abercrombie and Leslie Shults. Hosts & colleagues Max Brown and Roy Saunderson are going to uncover their secret to a happy and performing workforce!

Their vibrant corporate culture has created a positive workplace and flyers are reaping the benefits. Sunny is the Senior Director Culture Services and Leslie is the Team Leader/Planner Culture Activities. The two will show you how to create a recognition culture that filters down to your customers. And you’ll be happy to learn there’s a financial benefit to all the fun Southwest has!

Tune in next Tuesday at 1 PM ET

The Reward IS Recognition: Earning Discretionary Effort

Our very own Roy Saunderson, president and founder of the Recognition Management Institute, will be a guest during Pollstream's next webinar, The Reward IS Recognition: Earning Discretionary Effort on June 23rd.

As far back as the 1890s George Eastman recognized that a solid core of highly engaged employees were the heart of his enterprise. When he began paying his employees dividends out of his own pocket he discovered that a small bonus was enough to encourage employees to perform above what their job descriptions required.

The difference between what a worker is required to do and the higher level of performance a worker is capable of is known as "discretionary effort." It turns out that the cash Eastman handed to his employees might not have been as important as the fact that he took the time to recognize their contributions.

Register now and reserve your place, it's free!