Key Takeaways: Employee Recognition Masterclass Part 2: Building a Recognition Program to Develop and Support High-Performing Teams

Executive Summary

In Part 2 of the 2025 Employee Recognition Master Class Series, leaders from Cineplex and Air Canada shared their strategies for building effective recognition programs to support high-performing teams. They discussed the importance of making recognition a leadership behavior, with Cineplex mandating daily recognitions and integrating it into their bonus program, while Air Canada emphasized meaningful, on-the-spot recognition through tools like shine cards. Both organizations highlighted the tangible benefits of recognition, such as improved employee engagement, retention, and business outcomes, including increased revenue and enhanced customer satisfaction. They also stressed the importance of making recognition fun, accessible, and aligned with business goals, using creative campaigns and strategic insights to drive desired behaviors and measure impact.

Speakers

• Bianca West, Director of Customer Success, Achievers
• Courtney Patterson-Holloway, Senior Manager of National Operations Support, Cineplex
• Christopher McIntosh, Manager of Employee Recognition, Air Canada

Key Takeaways

1. Integrated Recognition Programs: Both Cineplex and Air Canada have successfully integrated recognition programs to drive employee engagement, retention, and performance, demonstrating tangible business benefits.

2. Themed Sales Incentives: Cineplex has implemented creative, themed sales incentives tied to movie releases, resulting in increased revenue and improved guest satisfaction scores.

3. Digital Physical Recognition: Air Canada uses a combination of digital and physical recognition tools, such as the "shine card," to foster a positive culture and track the impact of recognition on employee performance.

4. Leadership Recognition Behavior: Both organizations emphasize the importance of making recognition a leadership behavior, with Cineplex mandating daily recognitions and Air Canada encouraging meaningful, on-the-spot acknowledgments.

5. Recognition Impact Measurement: Data and research from Achievers' Strategic Insights program have helped both companies measure the impact of their recognition programs, showing correlations between recognition and key performance indicators like NPS scores and operational efficiency.

Key Quote

Employees are struggling to find connection. They're struggling to find purpose and recognition in their work. And for HR leaders, this really means that the stakes are so much higher than they've been ever before.

Related Content

Explore Related Content. 

Webinar

Watch Full Webinar here. 

Blog: Effective Daily Recognition Practices in Top Companies

Employee recognition plays a crucial role in driving engagement, retention, and performance. In today's competitive business landscape, organizations must find innovative ways to keep their workforce motivated and connected. Effective recognition programs serve as a powerful tool to achieve these goals, fostering a culture of appreciation and belonging that drives positive business outcomes. Creating a positive workplace culture is essential for employee satisfaction and retention. Offering employees choices that cater to their preferences, such as selecting between different coffee brands, provides a sense of autonomy and enhances their overall experience. For instance, employees in environments like airports can choose between Starbucks and Tim Horton's, which can lead to a more positive and engaging work environment.

Daily Recognition Practices in Leading Companies

At Cineplex, recognition is a daily operational practice. Managers are required to recognize team members once per shift, making recognition a routine part of the workday. This clear expectation and accountability have fostered a culture where recognition is mandatory, leading to improved employee morale, stronger relationships, and better performance metrics.

Air Canada has also benefited from a strong recognition program. With a diverse workforce, the company uses technology to enable peer-to-peer and manager recognition. Platforms like Achievers allow real-time recognition, building a sense of community and appreciation. On-the-spot tools like shine cards provide immediate acknowledgment of efforts, boosting employee engagement and operational efficiency, as shown by positive key performance indicators.

Effective Recognition Programs: Strategies and Impact

Measuring the impact of recognition programs is essential for understanding their effectiveness. Cineplex and Air Canada have refined their strategies by tracking utilization rates and gathering employee feedback. Air Canada, for example, used NPS surveys to gauge their holiday recognition program's success, providing insights into employee satisfaction and areas for improvement.

Implementing programs like the Shine Card initiative allows employees to acknowledge peers meaningfully. Tracking the distribution and reception of these cards helps ensure widespread recognition. Meaningful recognition, such as a heartfelt thank you for specific actions, can significantly boost morale, as evidenced by a flight attendant's recognition for exceptional service, which fostered happiness and team camaraderie.

Incorporating themed sales campaigns can drive engagement and revenue. Aligning these campaigns with cultural events or movie releases creates a fun and competitive atmosphere. A movie theater chain's "Mission Impossible" themed popcorn sales campaign increased sales and engaged employees through creative communications. These campaigns can be tailored to different products and adjusted based on results and feedback, ensuring continuous improvement.

Recognition programs should align strategically with business goals. Integrating recognition with KPIs like NPS directly links employee efforts to customer satisfaction and business outcomes. For example, a movie theater chain improved food and beverage quality, cleanliness, and overall guest experience through targeted recognition initiatives, enhancing guest experience and showing year-over-year improvements in NPS scores.

Recognition programs are essential for enhancing employee engagement, retention, and performance. Integrating recognition into daily operations helps companies foster a culture of appreciation that drives positive business outcomes. The experiences of Cineplex and Air Canada highlight that with the right approach and tools, recognition can significantly contribute to organizational success. As businesses face the challenges of a dynamic workforce, investing in recognition programs will be crucial for maintaining a motivated and high-performing team. Additionally, providing employees with choices and engaging activities can enhance workplace satisfaction and drive business success, leading to improved customer satisfaction and overall business performance.

FAQs: Employee Recognition Masterclass Part 2: Building a Recognition Program to Develop and Support High-Performing Teams