My Rewards Employee Reward and Recognition Program
April 27th, 2010
The American Express Customer Service Incentive program was initially implemented a number of years ago to reduce staff attrition in the call centre and create a positive culture around positive reinforcement of actions. Quarterly performance based awards nominated through the program, are presented formally in front of management and peers at presentation ceremonies. The
employee recognition program has since been extended to other area and applications.
Strategy: All customer service reward and recognition is delivered through points. Depending on department, the design of the program rewards staff quarterly in the first year of employment, and then half yearly, for tenure by awarding small amounts of points at each milestone. E-cards have been designed to formally acknowledge a job well done in a positive environment. A strong communications plan continues to reinforce the specific behaviours American Express is seeking.
Results: Employees look forward to receiving additional points and building a points pool to redeem for more significant rewards and in employee feedback surveys have cited the points program to be a driver of employee satisfaction. Other areas within American Express look to the methodology of rewarding with points and are now using the program to reward for other behaviours, such as sales, completion of training, positive customer feedback etc. and have found the points platform to flexible, fast and an easy way to influence employee behaviours for short term incentives as well as a support to company loyalty.
For more information about reward and recognition, employee rewards, Pinpoint sales & channel incentive programs, employee recognition programs or customer loyalty programs, call 02 9352 3888 or email us
