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contents

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Our Annual Guide to Business Gifts Dawn Klingensmith You might have scaled back on business gifts during the recession, but if you really want to make an impact on customers, employees and partners, you’ll reexamine your gifting strategy now. Budgets may have adjusted, and your gift list might be shorter, but there’s no denying the impact of a gift wellgiven.

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AN INSIDE JOB

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ARE MERCHANDISE INCENTIVES DEAD? Barb Hendrickson & Pete Mitchell We’ve asked two of the smartest incentive industry gurus around to weigh in on the topic of the moment: What’s going on with merchandise incentives, and will businesses continue to use them and enjoy their benefits?

THE EVOLVING AMERICAN CONSUMER Juli Spottiswood Research reveals a changing landscape for the American consumer— and the companies that target those consumers with their marketing initiatives. Learn how to navigate this shift.

REACH YOUR REWARDS CUSTOMERS WHERE THEY LIVE Dana LaSalvia These days, if it ain’t online, no one knows about it. That’s why it’s important to be sure you’ve got your communications strategy right, with plenty of connection through the Web.

Employee Engagement Vital to Building Your Brand Deborah L. Vence The perception of your company’s brand may live with your customers, but it begins inside your company—with your employees. A focus inward on employee engagement will lead to outward benefits, and heightened brand perception.

A TIMELESS CLASSIC Why Watches Endure as a Top Reward Choice Emily Tipping Watches have been a part of incentive programs and rewards pretty much since their inception. There’s a reason—or many reasons—they continue to thrive.

FROM THE EDITOR

Without Trust, What Do You Get?

NEWS & NOTES THE INSIDER

Customer Satisfaction

ON THE COVER BACKGROUND PHOTO: COURTESY OF SHUTTERSTOCK Citizen Eco-Drive Blue Angels Skyhawk A-T, see page 40. PHOTO COURTESY CITIZEN WATCH ESQ Sport Classic, see page 29. PHOTO COURTESY OF MOVADO GROUP INC. Bulova Adventurer Collection, see page 33. PHOTO COURTESY OF BULOVA Movado Luno Sport Gents, see page 33. PHOTO COURTESY OF MOVADO GROUP INC.

ON THIS PAGE Godiva Gold Collection, see page 23. PHOTO COURTESY OF GODIVA Atelier Wine Coaster & Stopper, see page 41. PHOTO COURTESY OF WATERFORD Persona Platinum Card, see page 41. PHOTO COURTESY OF INTELISPEND

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FOR THE HOME:

ALL THAT’S NEW & INNOVATIVE INGENIOUS INNOVATIONS:

PREMIUM INCENTIVE PRODUCTS is published bi-monthly and distributed free to qualified premium incentive product buyers by Hennessy Communications, LLC, 800 E. Northwest Hwy, Suite 111, Palatine, IL 60074. Phone: 847-705-6867; Fax: 847-705-6878; E-mail: [email protected]. Application to mail at periodical postage prices is pending at Palatine, IL and additional post offices.Copyright© 2010 Hennessy Communications, LLC. All rights reserved. Reproduction in whole or part without written permission is prohibited. Subscription rates: $50 per year in the United States, $75 in Canada, all other countries $100. For subscription information, call 847-705-6867. POSTMASTER: Send address changes to PREMIUM INCENTIVE PRODUCTS, P.O. Box 7370, St. Paul, MN, 55107

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Incentives to Feather Their Nests

Products to Motivate Your Best

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>> from the editor Without Trust, What Do You Get?

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o you ever get the feeling that you are saying the same thing over and over again? For the past six months, I’ve been a part of that chorus that keeps repeating this line, or some iteration of it: “If you aren’t rewarding and recognizing your workforce now, when the economy—and the job market—recover, you’re going to be sorry.” It’s an important message, so it bears repeating. And I doubt I’ll ever tire of insisting on the importance of recognition and engagement. Without them, your organization will never reach its potential, just as your employees will be far less likely to reach theirs. We all know about the impact of recognition on engagement. But now, a new study is showing that employees are losing trust in their employers, in their managers, even in their co-workers. According to a recent poll by Maritz Research, only 11 percent of employees strongly agree that their managers show consistency between their words and actions. And, only 7 percent strongly agree that they trust senior leaders or their coworkers to look out for their best interest. About 20 percent don’t believe their company’s leader is completely honest and ethical. Around a quarter don’t trust management to make the right decisions in times of uncertainty. Ouch. The flipside of this coin shows that where there is trust, there is higher employee loyalty and engagement. Nearly two-thirds of those with strong trust in management said they would be happy to spend the rest of their career with their current company. Among those with weak trust in management, that number falls to 7 percent. Half of those with strong trust in management look forward to coming to work, compared with just 3 percent of those with weak trust in management. Who would you rather

have working for you? So, the question then is: How can you go about building up that important level of trust among your employees? Because I’m willing to bet that you’d much rather have the loving-their-work, happy-tospend-their-career-with-you folks on board. And while the survey doesn’t directly make the connection, I’m guessing it’s a pretty safe bet that those happier, more loyal employees have a positive impact on the performance of the companies they work for. And the grumpier, less loyal ones—well, they probably have an impact, too. Recognition is an important factor in engagement and employee loyalty. But, according to the Maritz poll, more than one-third of respondents said their company had scaled back or even eliminated their recognition program in the past year. Rick Garlick, Ph.D., senior director of consulting and strategic implementation, Hospitality Research Group, Maritz Research, called the survey results a “wake-up call for management teams that consider employee recognition programs as expendable.” He said, “Not only do recognition programs positively impact employee engagement levels, they ultimately lead to positive customer service perceptions, which impact the bottom line.” Flip through the pages of Premium Incentive Products this month, or any other month, and you’ll find this message reinforced time and time again. It’s like the song you love to listen to over and over again. So tell us, what are you doing to ensure recognition continues to deliver benefits for your organization? And what do you think are the most important ways to build trust among your employees? Cheers!

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REQUEST LINES ARE OPEN We’re about to throttle up our editorial planning process, but before we write it all down in stone, we’d like to hear from you. What issues would you like to see covered on the pages of Premium Incentive Products? What topics would you like us to give a deeper canvassing? Send an e-mail to [email protected] with your thoughts!

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WHEN PEOPLE WORK HARD...

THIS IS THE THANKS THEY SHOULD GET.

Find out how Canon can make your Corporate Gifts and Incentive programs work hard for you, contact Canon at 866-50-CANON or www .usa.canon.com/corporategifts www.usa.canon.com/corporategifts

EANYW WARE is a trademark of Canon. All rights reserved. All images are simulated. ©2010 Canon U.S.A., Inc. Canon, ELPH, EOS, EOS Rebel, SELPHY, VIXIA and PowerShot are registered trademarks of Canon Inc. in the United States. IMAGEANYW

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>> news & notes Study Shows Travel Incentives Have Positive Impact A recent analysis of one company’s longstanding use of travel awards as a motivational tool by The Incentive Research Foundation (IRF) shows that such incentives have a clear, measurable and positive impact on corporate culture and employee performance, as well as a broader “ripple effect” on the economy of the region where an incentive travel program is held. The IRF conducted the study to document the “anatomy” of an incentive travel program and provide a better understanding of a successful program’s reach. Outside of providing networking opportunities and building participant motivation, researchers found that the incentive travel program afforded XYZ Corporation the following benefits: positive organizational culture, employee recognition, retention of top performers, and increased motivation to meet or exceed financial and non-financial objectives. The analysis conducted in the research uncovered five essential elements that, when combined, formed the core of a successful travel program: • The earning and selection criteria for the reward were clearly tied to business objectives. • Communication about the program and the progress participants were making toward goals was clear and consistent. Anticipation built up throughout the year and kept employees motivated to achieve their objectives. • The design of the travel program, including desirable destinations, interactive sessions and leisure time for the earners, added to the overall excitement. • Managers acted as hosts to reinforce the company’s commitment to the reward program and recognition. • The company kept detailed records that prove the productivity of the earners and their contributions to the company’s financial performance. Additionally, to maximize the benefit of an incentive travel program, the research concluded the event should include: • Recognition of earners. • Networking opportunities for top performers to build relationships with other top performers and key management. • Collaboration among top performers and management about best practices and ideas. • Motivation of earners to continue to achieve high performance. For more information, visit www.theirf.org.

Waterford Celebrates Grand Opening Waterford Crystal marked a new beginning with the opening of the House of Waterford Crystal on the Mall in the heart of Waterford City, located in Ireland. Combining a manufacturing facility, visitor center and retail store, it will serve as a brand laboratory for innovation and design, sending visitors on a visual journey of the company’s 225 years of crystal making. The manufacturing process will be on full display, allowing visitors to learn about historical and contemporary production. The retail center will showcase the largest display of Waterford Crystal anywhere. Visitors can enjoy a replica of the Waterford Times Square Ball, as well as exhibitions including a collection of sport trophies, specially commissioned pieces and more. To learn more, visit www.waterfordvisitorcentre.com.

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IMA Develops Quick Pitch The Incentive Marketing Association (IMA) recently held an elevator speech contest, asking members to submit their thoughts. More than 20 eligible submissions were received, and the winning entry came from Barbara Hendrickson, president of Livonia, Mich.-based Design Incentives Inc.: Business improves when employees and customers are recognized, rewarded and engaged through effectively structured programs with defined goals and proven returns. The Incentive Marketing Association is comprised of companies who are leaders in the incentive industry. That’s why Business Improvement starts with IMA. To learn even more about IMA, visit www.incentivemarketing.org.

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>> news & notes Survey: One in Four Workers Reports On the Job Fulfillment Just 26 percent of people say they find happiness and fulfillment in their job, according to a survey of more than 500 employed Americans by management consultants Healthy Companies International. But for most workers, the job serves mainly to provide income to enjoy other aspects of life. And 11 percent feel the job is mostly a drain on their energy and happiness. “Sure, it’s heartening that as many as one in three people enjoy their work,” said Stephen Parker, chief commercial officer of Healthy Companies. “Nevertheless, the findings tell us a lot more could be done to improve the situation of employees, and that any improvement would benefit both them and their employer.” Parker said more companies are looking into the job satisfaction and wellbeing of their employees. “Aside from it being the right thing to do, management also realizes that employees who see little intrinsic value in the work itself are not as productive as they might be. No one is saying we can totally transform the reality that sometimes a job is just a job, but there is huge potential even in taking small steps to engage employees further.” “People spend half their waking hours at work, and it’s a shame if they feel unconnected or indifferent to what they do,” Parker said. “The survey tells us the national workforce has so much unrealized promise. Many companies are obviously getting just a modest or minimal discretionary effort from their workforce. If, on the other hand, organizations were able to lift

job satisfaction by just 5 or 10 percent it would pay off in very real terms.” Among the survey’s other findings: • The sense of fulfillment in the job tends to correlate with both income and education. • The greatest job satisfaction was expressed by respondents in mid-career. • Men were only somewhat more likely than women to feel fulfilled in their career. Parker said there are a variety of ways to build greater employee engagement. “In some cases, leaders need to connect workers with the key roles they play in fulfilling the company’s mission and in serving the higher purpose that great companies seek to achieve,” he said. “Employees need to see how their own values fit with the company’s. In most cases, employees should be recognized for their contribution to the wider team, encouraged to find ways to use natural talent and given the chance to collaborate more with colleagues.” The leadership of a healthy organization never takes this human dimension for granted, Parker said. “There is so much untapped human energy in the workplace that we have to wonder what better would look like if just a small part of the disengaged majority began to feel greater fulfillment from their work,” he said. For more information, visit www.healthycompanies.com.

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On the Go A look at who’s moving up, who’s expanding programs and who’s been recognized for outstanding achievements in the premium/incentive industry.

secretary Paula Godar, CPIM, director of brand communications for Maritz, Fenton, Mo.; and past president Michelle Smith, CPIM, CRP, vice president of business development for O.C. Tanner Co., Glendale, Calif. Also part of the Forum leadership team is Jennifer Rosenzweig, founder and principal at Libera Consulting, Birmingham, Mich., who continues as research director; and Frank Mulhern, Ph.D., who remains the Forum’s academic director. For more information, visit www.performanceforum.org.

IMA Welcomes New SIG IMA announced its newest strategic industry group, the Promotional Products Provider Council. The Council will offer information, education, standards and support for promotional products professionals who are pursuing an ongoing presence in the incentive marketplace.

Peer Promoted to Executive VP On the heels of the company’s 40th anniversary, Michael Arkes, CEO and president of Hinda Incentives, announced the promotion of Dave Peer to executive vice president from vice president, Client Services, expanding his role to include overseeing the sales organization. Prior to joining Hinda, Peer had stints at Carlson Marketing Group, Target Stores and Macy’s.

Dougherty Joins Orrefors Kosta Boda Kevin Dougherty, formerly with Movado Group, has been named director of Corporate Sales for Orrefors Kosta Boda. He replaces Dottie Connelly who was with Orrefors for 22 years. Shining Stars Recognized Three IMA members were recently recognized by their peers for efforts to better the marketplace. Susan Adams of Dittman Incentive Marketing Corp. was awarded IMA’s Shining Star Award for Outstanding Performance. As a leader in IMA’s Recognition Council she oversaw the development of the council’s Web site and led the charge in developing multiple resources on using recognition to engage employees and advance business. Jay Donlin of Newton Manufacturing received a Shining Star – Spirit Award. He has led the membership recruitment efforts for the Recognition Council and helped the council position its members as experts in the field. Pete Mitchell of Samsonite earned the Shining Star – Outstanding Performance Award for his continued contribution of creativity, time and effort to advance IMRA, IMA and the industry.

Former Diamond H Recognition Unveils New Name After doing business as Diamond H for more than a century, the Fort Worth, Texas-based leader in workforce recognition is now Inspirus, announcing the name today in tandem with the launch of a new logo, tagline and Web site. Diamond H has moved beyond providing service awards to becoming a leader in the increasingly complex workforce recognition industry, with an expanded suite of programs and services. Visit www.inspirus.com for more information. American Express Incentive Solutions Becomes InteliSpend Prepaid Solutions American Express Incentive Services LLC has become InteliSpend Prepaid Solutions LLC. The name change comes roughly three months after Maritz Holdings Inc. purchased American Express Company’s minority interest in AEIS. “In the short term our clients and cardholders can expect business as usual,” said CEO Darryl Hudson, “but this evolution also signals our expanding capability to deliver innovation.” InteliSpend will offer the same American Express-branded prepaid products and services it always has, including its patented DirectSpend product suite. For more information, visit www.intelispend.com.

Forum Announces Leadership Team The Forum for People Performance Management and Measurement announced the formation of its new leadership team, which includes the organization’s executive committee, trustee advisory board and its board of trustees. Beth Schelske, vice president of Performance Solutions, ITA Group, Des Moines, Iowa, is the Forum’s new president. She is joined by new vice president Keith Fenhaus, CEO of Hallmark Insights, Minneapolis; treasurer Karen Renk, CAE, executive director of the Incentive Marketing Association, Naperville, Ill.;

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>> guest column

By Pete Mitchell & Barb Hendrickson, CPIM

Are Merchandise Incentives Dead? Discuss... Editor’s Note: We asked incentive industry leaders, Barb Hendrickson and Pete Mitchell, to discuss a critical topic in the incentive industry. They chose the recent kerfuffle over merchandise incentives’ rumored demise. What do you think? Write to [email protected] to weigh in with your thoughts on this issue, or others raised on these pages.

Pete Mitchell is a 20-year veteran of the incentive and promotional products markets, and is currently Director of B-to-B Sales for Samsonite Corporation. He has served as Vice President, Corporate Markets for both Swiss Army Brands and Tumi. He is Vice President of the Incentive Manufacturers & Representatives Alliance and is a frequent presenter at PPAI (Promotional Products Association International) and IMA seminars.

Was that an asteroid, or did the sun just go behind a cloud? A long time ago, some time just after the Jurassic Period, corporations started recognizing their employees for outstanding performance. Back then, it was often a Gold Watch—a symbol of enduring value that would remind the employees of all their hard work over the years. But now, recognition has evolved into something very different, and I wonder if the whole “merchandise” thing is either dead or dying. Now, realize that as a supplier of merchandise this is scary stuff. And by no means am I predicting the death of merchandise as a viable way to reward and recognize outstanding achievement within corporations. But the rules of the game have changed, and some of us haven’t kept pace. This is the Golden Age for consumers. Never before has there been more choice, more quality and more value than there is now. A few clicks can tell you everything you want to know about a product. You can read the opinions of others who own a given thing. It’s now much more than the “stuff”—it’s the “experience.” “Typical” incentive and recognition programs are stuck in the ’80s, a time when 300 items comprised the entire universe of possible redemptions. True, most programs have more than that, but they’re still far short of the experience offered by retailers like Amazon or “category killers” like Best Buy. This bodes ill for a program with “only” 100 or so items in a given category. Couple this with gift cards, the ultimate “employee empowerment device,” and it’s not a stretch to wonder how merchandise can compete. Retailers offer almost unlimited choice (albeit in sometimes-narrow categories), and the participant can pick whatever they think is the appropriate reward. A recent program that redeemed through an online retailer (names excised to protect the innocent) illustrates this. Out of 15,000 or so redemptions, the most popular item redeemed 70 pieces. There were more than 12,000 redemptions of one item each. No “traditional” program developer can offer this kind of variety. And it’s not a foregone conclusion that anyone should offer it—but “competition” causes us to do crazy things sometimes. Does this mean Merchandise is dead? Far from it. But the way in which program participants get their merchandise is changing. And generational differences may exacerbate this trend. Do Millenials really want to be told, “Thanks for being a high achiever. Pick one of these 50 items instead of what you might really want”? Everybody’s challenge is to avoid the fate of the dominant species of the Jurassic period. The sooner we learn new ways of delivering product, the sooner we can benefit.

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Barb Hendrickson, CPIM, is Executive Vice President of the Incentive Marketing Association and President of Livonia, Mich.-based Design Incentives Inc. Barb has been a leader in the incentive industry for more than 28 years and is a contributor to The Forum for People Performance Management and Measurement, an active member of the Incentive Manufacturers & Representatives Alliance, the National Association of Women Business Owners and the National Association of Professional & Executive Women.

Merchandise is not dead. It’s still more fun to win or earn a “something” than an IOU for something—technology is just offering more choices so that the Millennial is not choosing from 50 things she may not want, but from 10,000 things—40 or 50 of which she does want. Gift cards have their place, but are often redeemed for merchandise, the “choice” programs you reference are redeemed for merchandise and absolutely, the way in which buyers or program managers and recipients obtain the merchandise is changing—with the traditional process of sourcing individual items from individual factories accompanied by individual invoices potentially headed the way of the dinosaur. Products that we represent in the corporate channel are promoted at Costco 25 percent below our cost; Best Buy frequently beats electronics prices directly from the factories; big bulk purchases from big box stores have blown apart the pricing model. That said, few companies have staff available to locate all of the product they need and figure out how to fulfill it to their recipients—in a manner that is appropriate for their program. It still makes sense to outsource incentive programs to the professionals, and sometimes that means that it costs just a little more. There are extremely creative minds in our industry who are leveraging technological advances and developing alternatives—typically met with everything from blank stares to outright contempt from the cavemen who refuse to recognize that the world has gone beyond the wheel and is now traveling by air (waiting with bated breath for the day we can be “beamed up”). Our job is to be aware of all of the options and guide our clients to those that are appropriate for their needs. It’s very dangerous to leave our customers to their own devices. Our clients still need the benefit of incentive professionals in structuring effective programs, in determining the award vehicle their audience would most appreciate, uncovering efficient fulfillment systems designed for the recognition experience¬ and guidance to reliable suppliers who understand and support corporate or special markets business. (Many retailers have entered this channel only to exit a few years later: Amazon is just the latest.) For the recipient, it is about both the merchandise and the experience. It’s also our job as incentive professionals to make our customers aware of the many studies proving that merchandise programs outperform cash. (If I had a nickel for every time I heard “cash is king” from a customer…) Merchandise is still what excites and motivates; merchandise is much more fun to win or earn than a gift card or cash, and is more likely to be talked about with colleagues, friends and family. And yes, determining the right merchandise mix for your audience and budget takes work—that’s why you “hire a professional” to design your program. Cash is not king; cash is the path of least resistance.

A new dimension of Sony Premium Incentive Products. Give your players another reason to win. Rewarding your employees with Sony Premium Incentive Products is the best way to keep them motivated. Create your own custom program and inspire productivity with today’s leading electronics, like CyberShot® Digital Cameras, dash™ Personal Internet Viewers, and even 3D-compatible BRAVIA® LCD TVs. Only Sony has the groundbreaking technology and longstanding reputation to drive bottom-line sales and make your team believe.

call (866) 596-4823 visit sony.com/motivation

© 2010 Sony Electronics Inc. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Features and specifications are subject to change without notice. Sony, make.believe, BRAVIA and their respective logos are trademarks of Sony. Screen images are simulated.

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>> guest column

By Juli Spottiswood

Juli Spottiswood is CEO of Parago, a leader in rewards-based incentive solutions. She is responsible for strategic expansion of the company’s incentive services offerings and driving innovation within the rebate processing and incentives industry. For more information, visit www.parago.com.

The Evolving American Consumer More Choice in Rewards Attracts New Consumers New research shows that amidst the recovering econo-

my consumers are voraciously demanding promotions and incentives that fit their lifestyle. This is great news for marketers, because new reward technology is taking the simple archetype of “do something, get something” to a whole new level. Today, marketers are able to leverage the incentive interaction to achieve better results for the same or less investment. To take advantage of this new trend, marketers must truly understand the new consumer that has emerged: The American consumer lifestyle is evolving, and purchasing decisions have seen unprecedented change in recent years. The recession has created a paradigm shift in consumer spending. Interestingly, even though signs of recovery from the financial crisis are evident, consumers’ more conservative and thoughtful buying habits have endured. Retailers are struggling to lure consumers who think about needs versus wants and are willing to make an extra effort for the best bargain—whether that means waiting for a sale, switching brands or traveling to a store that is further away. The key insight for marketers: This new consumer must be absolutely convinced of value and also requires increased incentive to purchase. In addition, most consumers now are using the Internet not only to shop, but to seek out deals, and this practice also has forced an evolution in purchasing behavior. The technologically revamped consumer spending practice means that consumers now demand better communication, ease of use, interactivity and speed from their brand experiences. Additionally, social networking has proliferated rapidly among consumers seeking deals amid the lagging economy, and people are looking less at circulars, and more at blogs. This translates to today’s shoppers demanding customization and immediate gratification. In order to reach the new consumer, marketers must realign their strategies to deliver on the shift in economic and purchasing behaviors. One old-school tactic that has come back into vogue due to this new consumer profile is consumer incentives. According to consumer research conducted by Parago between December 2009 and March 2010, this new consumer not only wants rewards, but wants rewards and other incentives that fit into a hyperconnected, fast-paced lifestyle. Specifically, they demand:

• Value: 83 percent are proactively seeking out rebates, 79 percent have changed their shopping habits due to budget constraints, and 60 percent always look for the best price. • Convenience: 58 percent prefer online submissions, and 48 percent of consumers would choose an offer with an online submission over a mail-in. • Choice: 84 percent of consumers prefer the ability to choose their reward, and a majority of respondents value a choice in reward across categories such as merchant or group gift cards, Visa or MasterCard prepaid cards, merchandise, PayPal or direct deposit. Marketers who can deliver programs that allow the

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intersection of value, choice and convenience will form a stronger relationship with the consumer, driving longterm satisfaction and loyalty. Unfortunately, many existing consumer promotions haven’t caught up with the new consumer demands, and don’t deliver on these three crucial variables. For example, a consumer might be excited to claim a $500 rebate for an electronic purchase, but if the experience of getting the payment in hand is cumbersome, it will do nothing to encourage brand loyalty. While value and convenience are critical pieces of the puzzle, what is relatively new and increasingly more important to the new consumer incentive process is choice. Customized offerings for consumers have been growing in popularity over the past couple of years as consumers demand choice, and technology has made it simpler and more affordable for marketers to offer. Leveraging new rewards technology, companies are able to co-mingle cash-back offers with gift cards, complementary products, PayPal, partner e-codes or even charitable donations. Simply put, this allows retailers the ability to give customers what they want, and will result in: • Rewards of a higher perceived value (win for the customer). • Choice (another win for the customer)—in a seamless interaction that can achieve brand extension (win for the company). • Increased stickiness and product familiarity (win for the company) and greater customer satisfaction (winwin). Without offering choice, marketers miss out on the ability to capitalize on a consumer interaction, achieve the brand promise, extend communication and enhance the customer-company relationship. A reward typically is the second or third interaction a customer has with a company and can be a critical communication point to enhance or solidify their perception of that company. Marketers should know what can be gained: • Customer Engagement and Satisfaction: Offering a choice of incentives to consumers (in both the incentive submission processes and in the reward itself) provides an additional level of engagement. Because rewards no longer have to be simply delivered via a one-time letter, and instead can be ongoing with online elements for weeks or months longer, the reward is no longer just a part of a marketing campaign, but now is a meaningful conversation with the consumer. Building communication opportunities into reward programs allows the promotion sponsors more opportunities for cross-selling with partners, consumer surveying, loyalty club promotions or follow-on sales. Also, consumers feel empowered and this promotes consumer satisfaction. This is an opportunity to enhance a great customer experience that extends strategic initiatives— not simply deliver a check.

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• Market Opportunity: Offering a mix of reward choices can mean direct savings. For example, offering an open-loop prepaid reward card or closed-loop gift card along with merchandise, travel or other experiential rewards not only makes consumers happy, it drives a more profitable program. According to data from a client case study in which consumers were given a choice of a Visa prepaid card, retailer gift card at a higher value or check reward options, the open-loop Visa prepaid card was the most popular reward choice. While the Visa prepaid card allows the ultimate flexibility for the customer, retailers enjoy a high percentage spend back of the reward amount. It’s like recycling the promotional dollars to the sponsor. • Growth: It goes without saying that developing a word-of-mouth following for a consumer incentive program will drive growth, but keeping those happy consumers happy is where the rubber meets the road. Stickiness is key to a profitable program. Choice allows the marketer to offer multiple rewards that are related to the original purchase. For example, the choice of relevant accessories that complement the purchase of a mobile phone. Now, the consumer has not one, but two of a company’s products in hand, a stronger relationship with the brand and an increased chance for future purchases. This happy consumer is more likely to share their brand experience with friends, either one-on-one, or even better via social networking portals with larger groups and communities. • Consumer Advocacy: Consumer advocates have expressed concerns about changing methods of payment for certain reward programs, such as the movement of rebate pay-outs to prepaid cards from paper checks. However, offering consumers choice in their reward shows consumer advocates a commitment to the consumer and eliminates those arguments. Additionally, with the highest take rates for in-market programs yielding to open-loop prepaid cards, consumers are making their preferences known. As marketers find it ever more challenging to foster customer loyalty, and technology continues to enable consumers and encourage demands, marketers cannot sit on the sidelines. While balancing their own objectives, marketers must realign with their customer preferences and embrace promotional strategies that deliver on value, convenience and choice—like today’s new reward programs. Taking on the consumer perspective and listening to their needs will result in programs that not only yield desired behaviors and meet objectives, but create the kind of customer dialogue and loyalty PIP that every marketer strives for.

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>> guest column

By Dana LaSalvia, CRP

Dana LaSalvia is Director of Marketing for Rymax Marketing Services Inc., the largest manufacturer’s representative in the incentive industry. For more information, visit www.rymaxinc.com/PIP/

Reach Your Rewards Customers Where They Live

It’s a fact. The Internet has displaced

every type of medium as a means for reaching consumers. According to a survey by the International Data Corporation (IDC), people today spend twice as much time online as watching TV. And that captive online audience includes your incentive rewards customers. They’re a techno-savvy bunch, and they have grown accustomed to getting what they want, when they want it, with just a few simple clicks. A recent study, titled Trends in Online Shopping: A Global Nielsen Consumer Report, revealed that “more than half of all Internet users, or 875 million Americans, make at least one online purchase per month.” That’s a significant number, and it’s growing every day. It’s also great news for the incentive industry, as customized rewards platforms now offer the same benefits and functionality as e-commerce sites—plus many significant opportunities to increase engagement.

Redeeming Benefits Similar to popular online shopping sites, today’s online rewards platform offers everything from the hottest merchandise and experiential packages to retail and custom gift cards. Updates happen in real time (versus the days of locking everything down in print), and online rewards sites provide round-theclock access, allowing customers to research an item before ordering it—an important element of customer satisfaction. A variety of companies are using automatic product feeds to update items in real time, ensuring customers have access to the latest offerings. Additionally, online rewards platforms’ search functionality has been expanded to offer participants the opportunity to search by category, brand, product description, level, points or any combination of these criteria. Other popular functions include Shopping Cart and Wish List. As the name suggests, the Wish List feature adds an inspirational element to the program by allowing participants to add items to their Shopping Cart (for which they may not have enough points/dollars) and work toward that goal. Once the goal is reached, the participants receive a congratulatory e-mail and are free to redeem their long-awaited reward. But the rewards redemption process only is one

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aspect of a successful “online incentive program experience” for both the participant and host company. Today, an incentive program delivered online can’t be truly successful without addressing Internet security concerns, integrating and maximizing smart, targeted communications to drive results, and, last but not least, measuring those results. The need to drive and track ROI has never been greater. Let’s take a look at each of these critical factors.

A Secure Environment Just like shopping online, consumers want to know that their transactions within the online rewards platform are secure. According to a study conducted by Oracle titled Online Security, A Human Perspective, “Confidence in online security is a motivating factor in purchasing behavior.” As program administrators, the more we communicate the security of our rewards sites, the more successful our programs will be.

Communication Is Key Communication is vital to the success of any incentive program—from launch and creating continuity to encouraging engagement and promoting redemptions—electronic media is a quick, easy and cost-effective way to get your message out. Online platforms offer the ability to reach customers through multiple communication vehicles

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such as e-blasts, e-cards, surveys or targeted homepage messages (links to leaderboards, personalized letters, hot items, deals of the week and more). In addition, online communication is the perfect complement to tried-and-true print campaigns. The power of recognition and communication—even if it’s just a simple thank you e-mail—goes a long way with rewards participants. Many platforms also offer automatic messaging. Notifications such as order confirmation, tracking, login and password information sent direct to a participant enhance the experience and are reminiscent of the shopping experience today’s Web-savvy customer has come to appreciate and expect. An integral part of a successful communication program is the ability to appeal to specific segments of your audience. Social media applications are a great way to generate program awareness, boost engagement and enhance overall program success. You can write a blog, set up a fan page or group on Facebook, post news on your company’s LinkedIn page, even send out in-the-moment updates via Twitter. These powerful tools are easy to use, free and present incredible opportunities for today’s marketer.

ROI—The Brass Ring Of course, the most immediate way to measure the success of any program is results analysis. Beyond the smiling faces of your participants, an online rewards program gives you point-and-click access to a variety of data including redemption rates, patterns, communications response stats, etc. This valuable information makes it easy to evaluate what’s working and where adjustments need to be made to increase success.

The Net Takeaway There’s no disputing it. The way to engage today’s rewards program participants is online. We need to reach people where they live, and increasingly that means communicating via Internet applications. Incentive companies that evolve with technology to engage and reward program participants will reap the rewards of the digital revolution today, PIP tomorrow and beyond.

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Our AnnuAl Guide

tO

Business Gifts

Keep On Giving BY DAWN KLINGENSMITH

W

ell-heeled Americans who could afford to do more than just window shop during this Great Recession fueled demand for an unlikely commodity—the brown paper sack. The dismal economy gave rise to a phenomenon called “stealth wealth” as shoppers started asking high-end retailers to disguise their purchases in plain sacks without store or brand names so as not to incite resentment. Conspicuous consumption had become suspect, and waste downright criminal. Given this broader context, not to mention incentive travel’s bad publicity, it made sense for companies to reassess and scale back on business gifting. What’s interesting, though, is that some industry insiders don’t expect business gifting to return to previous levels as the economy strengthens. “Business gifts will always have their place and time, but I don’t believe it will ever return to what it was five to 10 years ago. Between corporate compliance, reduced budgets and less competition, gifts may grow with the economy but never get back to what they were,” said Dennis O. Borst, president and COO, Patriot Marketing Group, West Hollywood, Calif. “By less competition, I mean with fewer companies gifting, other companies feel far less pressure to compete by spending large sums of money.” “For the most part, the value of gifts has been reduced to about half of what it was just two or three years ago,” he added. “Also, we are seeing a ‘tiering value’ of gifts sent. Top customers still receive a gift of greater value, but lesser customers are receiving gifts of lesser value or none at all.” “People are starting to feel a little more comfortable about spending money on corporate gifts and incentives for their employees at the end of the year,” agreed Kevin Dougherty, director of corporate sales for Orrefors Kosta Boda USA. He added that while the corporate junkets and banking missteps that took place early in the recession had an impact, businesses are starting to recover their appetite for gifts and incentives. “People realize now you don’t have to be so extravagant, but you can still spend some money on gifts.” That’s perhaps the most salient trend right now in business gifting, and it may prove to be a lasting legacy of the Great Recession. “ We’re seeing more and more people ganging up budgets to get something nice, an aspirational item. So instead of giving $25 gifts to all of their accounts, they’re giving it only to accounts that exceeded a certain amount of revenue,” said Mike Landry, director of special markets, Tumi, South Plainfield, N.J. “That way, they can do something a little more special, and those recipients feel a little more honored and important.” Citing the conventional wisdom that 80 percent of a company’s business comes from 20 percent of its customers, Landry said, “Now, in the new economy, it’s probably 90-10. Those top 10 or 20 percent of customers are more critical than ever to the success of a business. You really want to be good to them.” Internally, the same ratio applies—80 percent of a company’s productivity comes from 20 percent of its employees. “These are people you have to take care of,” Landry said.

Business Gifting Guidelines While there’s no single gift that’s sure to be a hit with everyone on your list, there are some guidelines, like these from the Advertising Specialty Institute and Powertex Group, that can guide your selections. Perhaps the wisest (yet commonsensical) advice is to be genuine. It’s harder to go wrong when your intentions are pure. Think practically. Giving clients a gift they’ll use on a daily basis, like a handsome pen, not only seems in keeping with the times but also helps ensure they’ll remember you. Mind the budget. Some companies won’t allow employees to accept gifts that exceed a certain amount ($25 or $50 are common caps). How awkward would it be if someone had to refuse your gift? Give year-round. Your company will stand out if you give gifts at unexpected times of the year, such as Valentine’s Day or the Fourth of July, whereas winter holiday gifts might get lost in the shuffle.

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That being the case, it would perhaps behoove vendors to think in terms of “onestop shopping,” making it easy for clients to choose or customize gifts according to tiers with varying price points. Omaha Steaks, for example, offers a variety of business gift packages. “And we can customize packages for our customers based on what they are looking to spend per person,” said Melissa K. Paladino, B2B marketing and gift card manager, Omaha Steaks Special Markets. A word of warning: “It’s advisable to buy the same gift for employees or customers from the same company so you are not differentiating between recipients,” resulting in resentment or hurt feelings, explained Barbara Hendrickson, president, Design Incentives, Livonia, Mich. Gift premiums or promotional items don’t necessarily reflect how well a company is doing—nor should they, said Hendrickson. “For instance,” she explained, “casinos in particular seem to recognize that the time to promote and reward loyal customers is when attendance or sales are down. Any company that has a customer loyalty program in place would be wise to step up those efforts rather than cut back benefits during a down economy—that’s the perfect climate to steal customers.” As far as customer retention goes, “If profits are down and you cannot be generous with customers this year, send a handwritten card—‘We want you to know how much we have appreciated your business this past year and look forward to going out of our way to continue serving you.’ It is the acknowledgment that is so important,” said professional etiquette consultant Gloria Petersen, Global Protocol, Phoenix. “The worst thing you can do is ignore a customer or individual because the budget is tight. This is a time when everyone will understand and appreciate your restraint or limitations.” Acknowledging employees also delivers a return on investment. “Especially in this difficult time in the economy, you need to continue to motivate and reward your employees for a job well done,” Paladino said. “Currently, motivation levels are potentially at risk. So, more than ever, keeping them happy and encouraged is very important.”

The Gift That Keeps on Giving Here’s a story about how a small group of penguins begat countless other penguins. (It’s not what you’re thinking.) BJ Gallagher, a workplace consultant and author of the corporate fable “A Peacock in the Land of Penguins,” routinely bought promotional merchandise from a vendor in Los Angeles. One Christmas about 10 years ago, the vendor gave Gallagher an apothecary jar filled with black and white gummy candy penguins. On the front of the jar was an image of Gallagher’s book cover. “I was thrilled! What a creative, original gift,” Gallagher said. “Was he hoping I might buy a whole bunch of those same gifts to send to my clients? Of course. But it was still a terrific gift—personal, unique and memorable.” Gallagher didn’t buy jars for his clients because she didn't have the budget. “But I would have done it in a New York minute if I’d had the money at the time,” she said. Instead, she bought 50 pounds of the candy penguins and cellophane bags with red twist-ties. She sent the bagged candy to clients along with a personal note and penguin cartoon about someone trying to call Santa and reaching the South Pole instead of the North Pole. The thoughtful gift “encouraged me to give unique gifts to my clients, too,” Gallagher said. “Now, every year I send some kind of penguin gift to the publisher who published my book all those years ago. There are only 25 people in the company, so I buy 25 of whatever it is and send them in time for their holiday party.” One year she gave penguin key chains; another year she gave penguin-shaped cookies from a San Diego bakery; and last year she gave penguin soap dispensers to help recipients ward off the flu. “Every year, they look forward to my gifts, wondering what kind of wonderful wacky penguin item I’ll find for them,” Gallagher said. “Needless to say, I am their favorite author, and they are my favorite publishing house.” And for as long as that vendor was in business, he had a loyal customer in Gallagher.

Give the Finest What better way to celebrate moments of joy and achievement than with the gift of Godiva? Timeless Belgian chocolate creations, made with exquisite ingredients, design and craftsmanship, convey the values of the giver and recipient alike. Choosing Godiva for your corporate gifts shows your appreciation for the best.

To speak with a Godiva Business Sales Professional or to receive a catalog, call 1-877-CORPVIP (1-877-267-7847) or visit www.godiva.com/business.

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A Time to Give Given the state of the economy, it’s also more important than ever to get the most bang for your buck. Much of that has to do with timing, said Gray Powers, vice president, Powertex Group, Eau Claire, Wis. “Look at it (customer appreciation) from a more holistic perspective. I think it makes sense to look at potentially lowering the budget for major holidays and reallocate some money for other occasions throughout the year,” he said. “Giving gifts out of the blue has a significantly higher level of impact. Also, there’s no competition. No one else is giving gifts, so it’s your time to really stand out and shine.” Besides, though winter holiday gifts are expected, the end of the year generally “is not the biggest time for corporate spending,” Powers said. So from an ROI perspective, “It may not be the best time to put yourself out there.” Obscure or off-the-wall holidays or occasions, such as National Barbecue Month (yes, there is such a thing) can be fun opportunities to give a gift. Look for opportunities to kill two birds with one stone. “Sometimes, customer gifts can serve dual purposes—announce a new product while providing a thank you,” Hendrickson said. “If a gift is given after a special project or in response to a referral, that will reinforce the behavior as well as simply convey your appreciation,” she added. These days, “We’re seeing more and more companies gifting employees as part of a companywide employee recognition platform, which is really a great way to go because they encourage employee engagement on a frequent, long-term basis,” said Dana LaSalvia, director of marketing, Rymax Marketing Services Inc., based in Pine Brook, N.J. Along with timing, frequency is an important consideration. “A gift-giving program that recognizes and rewards employee anniversaries, celebrates your company’s anniversary or marks an annual recognition event are all gift-giving occasions that can take place throughout the year and carry more personal significance,” LaSalvia said. “You want your gift to have relevance to the employee beyond the fact that it’s a certain time of year.”

Category and region come into play, too. In many climes, spring is the time when people come out of hibernation, so to speak. “Just speaking to my world in bags and luggage, we spike in spring because that’s when people start traveling,” Landry said. They also start recreating outdoors, so gifts such as grilling utensils will be wellreceived. Keeping track of and recognizing birthdays is worth the effort, and you can even hire someone to do the work for you. “We represent a company called Bake-Me-AWish that will send birthday cakes to individual recipients along with a personalized note or card,” said Hendrickson. You simply send a spreadsheet of your customers’ birthdays along with the personalized message you want each to receive, and the company will keep track of them all and ship cakes in time for each customer’s birthday.

Choice Gifts Although some people consider them impersonal, sales of gift cards are on the rise due to their practicality. “Over the past few years, gift card usage as a business gift has increased with us three or four times more than in the past,” said Borst of Patriot Marketing Group. “The reason they are given by customers is that they are easy to mail inside a holiday card, and they allow the customer to pick what they want.” There are ways to personalize a gift card, he added: “First, you need to deliver the gift in a specialized carrier, including your company name on the card if possible. Secondly, you need to avoid ‘cash-like’ cards, like traditional bank cards, which have no trophy value. One way to avoid the trap is to provide dining gift cards, like Cracker Barrel, which will go a long way to providing memorable moments along with the dining experience.” As far as sales go, Borst has also noticed a shift away from electronics, which were popular in the past, to experiential gifts like dining and entertainment. “We are also seeing an increase in companies donating to charities in their customers’ name,” he said. Due in part to the economy, recipients have come to value practical, “sure to be used” gifts, Paladino said. Food certainly is practical, yet also qualifies as a treat with-

Business Gifting Etiquette Gift giving is all about making someone feel good. Unfortunately, gifts that are thoughtless and impersonal, too personal, or otherwise inappropriate can give rise to awkwardness or injured feelings. Phoenix-based business etiquette consultant Gloria Petersen, along with some industry insiders, offers pointers on what’s safe and what to avoid. What are some guidelines to keep in mind when deciding what to give, and a dollar amount to spend? The gift value norm today is up to $50. Recipients of a gift worth more than $50 are advised to report the gift to the appropriate department or human resources. It is important that the gift not be interpreted as a bribe. “You can usually call someone in human resources and ask for a copy of supplier policies, or specifically ask if there is a policy regarding supplier lunches and gifts,” said Barbara Hendrickson, president, Design Incentives, Livonia, Mich. Gifts can be related to a hobby or special interest, donations to a favorite charity, tickets to an event, or a gourmet basket of coffee, tea or chocolates. A typical business gift list includes: major customers (primarily high-ranking individuals); their employees (individuals with whom you have been in direct contact); other customers; prospects. What ethical concerns tend to arise around the practice of giving corporate gifts? It is the question of intention. A gift (or special gesture) should be offered voluntarily without expectation of a gift (or contract) in return. You do not want the gesture to be misinterpreted as a bribe or guarantee for future work. Companies vary dramatically on how they keep gift giving on an ethical level. It is not easy for the well-intentioned individual to know the gift policy of every customer and company. The appropriateness of the gift selection will depend on the situation and company policy. Consider the following when making your gift selection: • Is its value higher than $50? (This is the dollar limit practiced by most companies.) • Does the type of gift violate any company policies (e.g., a gift of liquor)? • Will the gift make the recipient feel obligated to the person or company? In what ways do people tend to overstep boundaries or get into trouble when it comes to corporate gifts? The business gift should not be a personal item (e.g., cologne, jewelry or clothing) or you risk misinterpretation. For example, if a bottle of cologne is given, it could imply a personal interest. Nor should it be a gag gift that could easily offend. You can easily get into trouble with international gifts. Every country has gift protocols. For example, if you gave a gift of cowhide (e.g., an embossed business card holder) to a customer in India, it would be an insult. Cows are sacred in India. Respect cultural sensitivities. Are there any items that are sometimes given that ought not to be given? Be careful with holiday ornaments, alcohol and logo items, for example. If an ornament is

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given, make sure it is a stand-alone ornament and not one that must be hung from a Christmas tree. Not everyone puts up a Christmas tree or believes in the tree tradition. Alcohol is also risky because it is forbidden by some cultures and would be awkward to give to someone who is a recovering alcoholic. Gifts with the company logo are token marketing tools and are best given as souvenirs, grab bag or thank-you gifts for attending an event such as the holiday party. They should be avoided as a customer appreciation gift. The exception would be a unique item of value that only has meaning if the company logo is discreetly engraved on the item, thus giving it a special value as a memento. Dennis Borst, president and COO, Patriot Marketing Group, West Hollywood, Calif., added tobacco, including fancy cigars, and memberships to divisive associations such as the NRA to the list of no-no gifts. And, “Of course you’ll want to avoid extravagant gifts or anything that may be seen as payola,” Hendrickson said. What are some “safe” or “good taste” items? • Bottle of wine with a nice corkscrew and a book on the history of wine (provided you know the recipient enjoys wine) • Magazine subscription • Shopping center (mall) or restaurant gift card • Concert or sporting event tickets • Gourmet food item • Desk or computer accessories • Books • Gift basket of items that can be shared with a department • Sports or hobby item (e.g., golf balls or fishing tackle) • Gifts relating to your city and location (e.g., on the city’s architecture) • Donation in their name to their favorite charity It’s nice to try to be personal, but safe to be generic—which way should a person lean when giving gifts? Safe is always best; however, it also depends on the relationship. When you have worked with someone for many years or had a certain client for many years, the relationship becomes more personal and the gift should complement the strength of the relationship. What are your thoughts on gift cards? Many consider gift cards impersonal; however, you can make them more personal by including a beautiful card with a handwritten note of appreciation. Gift cards can be the better alternative when you are unsure of someone’s tastes. Restaurant gift cards are probably the best. You can make it more personal by making sure the restaurant is a favorite. If it is a merchandise gift card, consider a shopping mall card instead of a specific store, unless you know your recipient’s favorites.

out seeming overly indulgent. “At Omaha Steaks, we are uniquely positioned, as while we are considered a luxury item, we also represent a good value—one that will truly be used and shared with family and friends,” she said. And though the food gets consumed, the memories live on, she added: “It’s the gift of an occasion—a reason to celebrate with family and friends.” The recession also has given rise to a category that LaSalvia of Rymax Marketing Services calls an “affordable luxury,” with a focus on quality and substance as opposed to “brand essence” alone. However, “The desire for luxury gifts is something that never goes out of style,” LaSalvia said. “The economy may go through great upheavals, but people are still drawn to brands that convey a sense of quality and exclusivity.”

Make an Impact The gifts that are most impactful are those that can be used, touched or seen every day—especially in the course of doing business, Landry said. “That’s why desk accessories are so big,” he points out. Dougherty agreed, adding that these types of gifts also help mitigate any negative impact of business gifting. Gifts should be geared toward what your company is about, he said. “In my case, for example, we sell votives and bowls and things like that, so we would gear a gift toward something that’s going to help you do your job, like glass business card holders and desktop items,” he explained. “This way, when it’s seen by someone else, they can understand the value of that gift.” Tumi does such a brisk business in business cases and small leather items like business card holders, portfolios and wallets. Currently, gift givers and recipients alike tend to “think small,” Landry said, and he means that literally. Very popular right now for women are “wristlets,” which are larger than a wallet but smaller than a purse. A wristlet “holds a drivers license, your credit and debit cards, your keys and a lipstick, and you’re off to the races,” said Landry, adding that women aren’t toting huge purses anymore. The “think small” concept applies to men, as well. Many would rather carry a money clip instead of a wallet, Landry said. On the whole, “Gift givers are becoming more and more cognizant of the fact you don’t really need to splash your logo all over the gift,” Landry explained. “There’s a place and a budget for that type of thing, but not for a high-end gift.” That’s because the implied ad pitch takes away from the item’s prestige, he explained. Hendrickson also has noticed a trend toward understated logo usage. Instead of stamping the corporate logo on the front of a leather portfolio, for example, the logo might be on the inside pocket, she said. On the other hand, if you develop relationships with clients that both of you take pride in, they won’t necessarily be turned off by your logo, Powers said. And something like a piece of luggage gets a lot of visibility, he added, so why not place your logo on it and get your name out? “The stigma over logos is way worse than what’s actually present out there. Typically, what I see is if it’s a functional product that people can use, they don’t really care” if it has a logo, he said. LaSalvia agreed: “Corporate gifts get noticed, and when they feature your compa-

Gift Disclosure Leads to Exposure While certain gifts like corporate logo apparel are meant in part to draw attention to the giver, in the health care industry high-dollar gifts could draw attention to the recipient— and not necessarily in a good way. By federal law, doctors who so much as allow a pharmaceutical or medical device company to treat them to a fancy meal will see their names—and the value of the gifts they accept—published on the Internet. The gift disclosure requirement, which goes into effect in 2013, was signed into law earlier this year to the satisfaction of consumer advocates who say that industry compensation can affect a doctor’s choice of drugs or treatment. The gift disclosure law is intended to dissuade such behavior. Last year Vermont amended its state law to ban most gifts to physicians outright, including food. Some doctors complain the provision will stigmatize legitimate work they do for industry, as it includes research grants and consulting fees. Last year, the Pharmaceutical Research and Manufacturers of America—the major lobbying group for drug companies like Merck, Pfizer and Bristol-Myers Squibb—enacted new rules governing how sales representatives can interact with physicians. In addition to restricting tangible gifts including small token items, the trade group also disallows drug reps to take physicians out to restaurants even when the docs are booked as speakers for medical education purposes. The volunary rules disallow branded pens, pads, mugs or other “leave behinds.”

ny’s logo or branding, they serve as a great reminder of your partnership. These days, there are many creative ways to use corporate gifts to promote your business or a special promotion. Engraved Swarovski crystal or Porsche Design pens are great corporate gifts that lend a personal touch.” Logos and branding should be tasteful and understated. “You wouldn’t take a cashmere sweater and put a neon logo on it,” Powers said. As far as which gifts to avoid, “The only real sin is to get too personal,” Landry said. Although apparel is frequently given, he believes it falls in the too-personal category, or is at least problematic, because guessing the wrong size can be hurtful or insulting. An obviously low-budget item — a tsotchke or trinket, if you will — will not be well-received, Landry warned. “You have to take the dollars you have available and find ways to make them go further,” he said. “It doesn’t mean cheaping out. It just means being a little bit smarter about how you direct your spend.”

Business Gift Roundup When you’re ready to get your gift program rolling, check out some of the options on the following two pages from top suppliers in the market. PIP

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GOURMET DEAL >> ROLLING ALONG >>

NouveautesUSA introduced four new gourmet combinations, including delivery for upcoming incentive, loyalty and holiday season programs. These low priced items, including delivery, can be drop-shipped anywhere in the United States (including Alaska, Hawaii and Puerto Rico) for less than $20, with drop shipping anywhere in Canada for only $6 more. These items are combinations of Starbucks® or mixed gourmet brands, not available anywhere else (including Starbucks retail stores). Branded products are now available for those lower price levels, which previously were left unfilled.

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<< NORTHERN LIGHTS Cool off this summer by thinking of your year-end business gifts by Orrefors. Inspired by Sweden in winter, and particularly by the dynamics of ice, Erika Lagerbielke has designed a spectacular bowl and vase series called Arctic. Created in heavy crystal, the pieces radiate tradition and security as well as clean-lined beauty. Pristine luminosity between the notched edge and thick, heavy base means a lifetime of luxurious shine. A gem to adorn any desk or table.

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These new Barware collections are exclusive to Special Markets. Named “Exuberance,” they are available in either a High Ball or Double Old Fashion size, and are sold as a set of four. The set includes a single personalization of all four pieces. It is the perfect gift for a valued employee, business partner or an opportunity to market your brand.

Omaha Steaks incentives will keep your employees energized and your clients and customers coming back for more. Omaha Steaks has something for everyone, from premium quality beef to a full line of gourmet entrees and desserts. Programs are available to fit every budget, including a variety of customizable options. No minimum orders or inventory to manage make Omaha Steaks a perfect partner for your program needs. Redemption is easy and customer satisfaction is 100 percent guaranteed.

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A SHAPELY GIFT >> The Smart Strap™ Laptop Portfolio from Solo features a shoulder strap that automatically retracts into the case frame when not in use. The padded laptop section holds most 15.4-inch laptops. Zip-down organizer contains pen loops, business card holders, key fob and zippered accessory pocket. Features include exterior cell phone pocket, fulllength zippered pocket on back of case, ticket pocket and Ride Along™ pocket to make traveling easier.

This Brookside 10-inch Bowl from Marquis® by Waterford boasts clean cuts and a shape and size for a most impressive business gift, whether a recognition, appreciation or a holiday gift. This bowl is a special opportunity piece for the fall; with a cost of less than $25 and a $100 retail (minimum quantity purchase required), this bowl says Wow! The bowl is crafted with bold wedge cuts of various lengths and a smaller star-shaped pattern. A timeless look!

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CELEBRATE >>

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Ingeniously designed to keep the bubbles in the bubbly, Steuben’s Champagne Cork enhances every gifting occasion. The perfect item to celebrate the closing of a deal or recognition of a new partnership.

Traveling with your laptop just got easier. This Tumi T-Pass computer brief is designed to meet TSA checkpoint requirements, which allow you to go through security without removing your computer from the case. The split-opening case, made from Tumi’s signature ballistic nylon, must be packed appropriately to ensure an unobstructed scanning of your computer. Accommodates medium and smaller computers with removable foam blocks; features include removable accessory pouch and numerous organizer pockets.

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<< TOTALLY TOTABLE Here’s the Loves Me Tote you love, but enhanced with chic and functional updates, like a trendy tortoise toggle and three interior pockets. The bag is roomy and features a 12.5-inch strap drop that fits nicely on the shoulder. Includes removable baseboard.

<< GIVE GOLD The Godiva Gold Collection includes the chocolates that set the standard for business gifting. Complete with all the variety and intensity of flavor that only years of chocolate mastery can produce. Featuring intriguing favorites from velvety ganaches and scrumptious pralines to rich caramels, refreshing fruits, crunchy nuts and classic truffles. Gift boxes available from two pieces to 140 pieces to share, to indulge and to savor.

TOP BRANDS: 800-431-2127 Write 260 on reader inquiry fax card

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FOR BOOKWORMS >> Kindle is the revolutionary reading device that wirelessly downloads books, magazines, newspapers, blogs and personal documents to a crisp, high-resolution electronic ink display that looks and reads like real paper. Kindle utilizes the same 3G wireless technology as advanced cell phones, so users never need to hunt for a Wi-Fi hotspot. The Kindle store now includes more than 600,000 books, including New York Times® Bestsellers and New Releases from $9.99. Over 1.8 million free, out-of-copyright, pre-1923 books are also available to read on Kindle.

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An Inside Job

Employee Engagement Vital to Building Your Brand By Deborah L. Vence The secret to any company’s success is to start from the inside out. That is, focus on your internal brand, a.k.a. employees, if you want to have half a chance at strengthening your external brand identity. And, yes, the time is now. Organizations no longer can afford to direct most or all of their attention to outside clients without enticing their own employees to stay engaged in their work and, thus, contribute to their company’s bottom line. In fact, the vast research that has been done in recent years on employee engagement proves that it is more important than ever before. For example, a November 2009 study by Philadelphia-based Right Management, a talent and career management consulting firm, and a division of employment services firm, Manpower, revealed that 60 percent of employees plan to leave their jobs when the economy improves, and an additional one in four are networking and updating their resumes. The report was based on online surveys with 904 workers in North America. Moreover, a June 2010 employee engagement study that queried tens of thousands of employees and was conducted by Washington-based Corporate Executive Board revealed that one-quarter of high-potential employees plan to leave their jobs within the year, compared with only 10 percent in 2006. The study also indicated that those high-potential employees increasingly are disengaged and actively seeking new employment opportunities. “The reason [employee engagement] is more important than ever is that disengagement has grown through the recession, and so there is certainly a lot of anxiety and fear, and people are less connected to their organizations. There is a greater need for it,” said Jennifer Rosenzweig, research director for the Forum for People Performance Management and Measurement, an organization that studies the interdisciplinary elements of people performance management and measures their impact on organizational success. “The more engaged employees [you have], the more productive [you are]. As we come out of the recession, they will need engagement to go through this next positive phase, and put more gasoline in the engine.” A new study by the Forum, titled “Leadership and the Performance of People in Organizations: Enriching Employees and Connecting People,” released in November 2009, further emphasizes the need for employee engagement. The study stated that: “the emergence of social media, an increasing need for transparency and labor market trends are transforming the global marketplace into a people-centered economy giving

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rise to a new concept called ‘Employee Enrichment.’ Employee enrichment is a strategic approach that genuinely emphasizes the quality of people’s lives with a ‘peoplefirst’ orientation.” While it’s discouraging enough to think that employees will jump ship at the first signs of an economic recovery, what’s worse is finding out that your best workers are considering it. “The people who are most likely to leave [a company] are top performers,” said Maryann Stump, senior director of strategy for New York-based Interbrand, a global branding consultancy. “Even during that period—while they are still working for you—if they are just disengaged and looking for the opportunity to leave, that’s starting to impact your customers. Delivery of the brand is starting to lag. Unhappy employees lead to unhappy customers. That’s why it’s important to engage employees and engage employees not [only] through meetings, but help link what they do on a daily basis to the goals of the business.” That firm connection between a company’s goals and an employee’s day-to-day responsibilities can be the difference between your employees staying put or taking on a new opportunity somewhere else. That being said, companies still have a chance to weather the storm of the economic downturn by better engaging their employees, if they haven’t done so already, or at least improve on that goal before their most valuable employees are gone for good.

Identif y Your Values To get things started, companies need to make sure they first identify their values. “You look at where your organization is right now, and what characteristics it has. You look at it 15 or 20 years down the road, and find out what you need to do to grow and develop,” said Audra Lehnert, marketing coordinator for Crystal D, a Saint Paul, Minn.-based company that supplies corporate recognition awards and plaques. Crystal D begins encouraging company values as early as the interview process. Each time an interview is conducted with a potential new employee, the company values and purpose are presented. Some questions that are asked of the candidates include: Do I see myself fitting in? Does this jive with personal values? “And, we ask people that during the interview process. And when they come into the organization, we talk about these values again and again. We have a monthly meeting. We have a day dedicated to celebrating accomplishments from the previous year—choosing peers that exemplify the values,” Lehnert said. In this case, the point is to really recognize the people who are making the effort,

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who are naturally representing the company values. “They become role models for the next year, get involved with company events. So, they have an active role. And so, we started doing this about six or seven years ago. It does take time and consistency,” she said. “It’s not an overnight magic bullet. But, it certainly has had a payoff for us.”

Employee Input Yet another sure-fire way to get your employees more engaged is by simply asking for their input. Mountain View, Calif.-based Google Inc. and Henderson, Nev.-based Zappos, an online shoe and clothing shop, are two examples of companies that continually invite their employees to contribute to new company-wide ideas and projects. “[Google] does a lot around creating a diverse employee population and encouraging individual employees to contribute. For example, it’s perfectly appropriate for employees to have a unique idea. And, they are encouraged [by Google] to go ahead and find ways to implement it,” Rosenzweig said. “Who would have thought that Google, the search engine, would have been Google, the phone? They are getting involved in health care now, too—all that is a function of their openness with their employees. They actively explore [their ideas], not just talk about it,” she said. For Zappos, the company over time has been eagerly involved in having its employees help develop new ideas. “Apparently, as [Zappos] grew, they became more aware of the appearance of their culture. They grew organically or spontaneously, and [developed] a clear articulation of what their culture was all about,” Rosenzweig said. “They said, ‘Let’s, as an organization, define what that means. What do we value most? How do we define our culture? An all-company kind of thing, they encouraged people to come up with ideas and talk about them. They came up with 10 ideas. They couldn’t seem to prune it down after a year,” she said. “Every year they publish a book [in which] employees write in there what it means to be a part of that book. You can go to the Zappos Web site and buy it,” she said, adding that Zappos employees are encouraged to contribute to the book every year. Yet, Google and Zappos merely scratch the surface of the vast amount of research that proves the long-term value of employee engagement. Market research firm Harris Interactive Inc., based in New York, found that employee engagement has a direct and profound relationship to the behavior of customers, as well as to corporate sales and profitability: 68 percent of customers leave because of employees’ poor attitudes; 41 percent of customers are loyal because of employees’ good attitudes; and 70 percent of customer brand perception is determined by experiences with people. “These study findings demonstrate that employees directly contribute to customer disappointment or customer delight. The best path to building your brand and growing loyal consumers is through creating motivated and engaged employees,” said Michelle M. Smith, CPIM, CRP and vice president of business development for O.C. Tanner, a Salt Lake City-based company that provides employee recognition awards and programs for service, sales, performance and employee motivation. “The body of research on the financial benefits of engaged employees is so vast that it’s impossible to deny the business imperative of actively incorporating engagement initiatives into corporate operating plans. There’s no doubt about it—engaging employees is a very smart investment that returns significant ROI,” she said. In fact, Smith noted some additional research by Washington-based research firm Gallup Organization on engaged workgroups that found that: 18 percent are more productive; 16 percent are more profitable; generate 18 percent higher earnings; 37 percent less prone to absenteeism; 12 percent are better at engaging customers; 51 percent are less likely to leave (in low-turnover companies); and 31 percent are less likely to leave (in high-turnover companies).

C-Level Attention When you are actually meeting about how to better engage employees, make sure the right people are sitting at the table, including the CEO. “Having the CEO at a meeting always will increase your odds of getting action taken on an employee engagement initiative, given that it’s well conceived,” Smith said. Stump pointed out that only about a third of CEOs are highly involved in employee engagement. “You have to get C-class executives more involved and more committed beyond just measuring the results. The CEO needs to set the goals that can be done for everyone,” Stump said. Meanwhile, Smith added that more and more leaders across the globe are beginning to understand what a powerful business tool motivation can be—for their employees, their customers, and the longevity and strength of their brands. “Research has been very influential in this transition since there is so much data linking employee and customer engagement to brand loyalty—and the financial benefits it creates—that leaders can’t ignore it,” Smith said. “Interestingly, CEOs might have been earlier adopters of this strategy than many of their marketing leaders. It’s been challenging to get the message to CEOs, but once they heard it, they quickly understood the enormous power and potential of the strat-

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egy,” she added. “The recession crystallized the importance of retaining brand loyalty, and CEOs appreciated the efficiency and effectiveness of building their brand while building engagement levels in their workforce—it’s the best kind of win-win-win,” she said. Stump added: “Be it AT&T or GM, their employees have different jobs and views about the business, and different venues to delivering the brand. Companies that are most successful are the ones where the C-class [executives] and CEO understands how to talk about the brand and operationalize the brand.” All the same, Smith added that it’s not always necessary to have the CEO at the table as long as there are leaders who can make decisions and will be champions for the cause. “We’ve found that engagement efforts have very little opportunity for success if they are not supported by leaders, and those leaders must lead by example themselves,” she said. “In many organizations, human resources owns employee engagement and recognition programs, so they would be important to have at a meeting,” Smith said. “Many times, if the program is specifically targeted for brand-building, marketing leaders should have a voice in the program design; and it’s always useful to have someone from finance at the meeting so appropriate budgets can be created and approved without delay.”

Offer Employee Rewards Don’t forget to reward employees for a job well done. “Rewards are a great way to reinforce those behaviors,” Stump said. “One of our clients, a Fortune 500 company in the financial services industry, actually allows all of its employees to reward each other when they exhibit the brand behaviors and values.” The company’s employees write down on a piece of paper other employees’ accomplishments and how they have demonstrated the company’s brand values. “It’s a slip of paper, [that states that] you lived up to, let’s say, meaningful innovation, and they give this to the [employee],” Stump explained. “So, you are rewarded for recognizing the behavior and exhibiting it. In that way, that becomes something that everyone is responsible for reinforcing.” Smith said that incentive and recognition programs to increase employee engagement are being used strategically and effectively to support and enhance corporate branding initiatives. “Global research has established a direct correlation between the level of employee satisfaction in a company to the level of customer satisfaction and loyalty in that same company,” she said. “This revelation has generated great interest in how companies can utilize employee engagement programs to drive brand loyalty with consumers, and there’s a lot of momentum in this area of incentives right now.” Increasingly, companies of all sizes are becoming more focused on refining their corporate culture as they realize how much culture affects their business at the employee and consumer levels. “Culture reflects the brand and the brand should reflect the culture. However, many organizations are discovering that their culture and their brand are not in alignment, which confuses employees and customers and can lead to problems,” Smith said, adding that one of the more popular ways organizations are strengthening and redefining their culture is to use incentive programs to more effectively engage employees. “These programs send a clear signal to staff about what the important values, behaviors and outcomes are that are needed for the company to succeed. This clarity is a powerful unifier in itself in helping employees come together under common goals,” she said. “Another benefit is that the program elements of recognition and incentives also have strong unifying characteristics that help shape and reinforce cultural values. Motivation is an excellent unifier in building or changing corporate culture, which will then strengthen alignment with the brand.” Even with the rewards and incentives, sometimes engagement in and of itself is rewarding, Rosenzweig said. “If you have a highly engaged employee, they are motivated. Not every employee has the highest level of engagement,” she said. When all is said and done, Rosenzweig said, “The heart of every organization is its brand. They are contributing to the development of products or generating services. Your people are your brand.” “If you treat employees like pieces of machinery, don’t be surprised that the customers will feel like pieces of machinery,” she added, “It’s helping companies understand that balance, knowing that employees help drive the success of the organization.”

The Big Payoff And, what’s the payoff from employee engagement? “There is a powerful relationship between employee commitment—to the company, to the brand value proposition, to the customer—and their employers’ actual business performance metrics,” Smith said. In Crystal D’s case, the number of employees has nearly doubled since the company first started. The core purpose, values and recognition program began in 2005. Thirty percent of Crystal D’s current employees were hired before 2005 (before the program started). These same employees have tenure of five years or more. Since 2005 the number of employees has doubled.

Crystal D has seven (15 percent) employees that have been with the company for more than 10 years, and another is celebrating 23 years with the company. “They are very committed. They feel that they personally align with what their job is. And, they are making a difference. Their work is more rewarding. They put more heart into it, too,” Lehnert said. She added, “Building your brand through employee engagement is probably, in my opinion, one of the key factors in the decision that an employee has about staying or leaving because when an employee receives feedback, or any sort of feedback that’s meant to prosper the employee as well as the organization, they create loyalty, and that relationship is the key to whether or not the employee chooses to stay or leave.” “The relationship has to be healthy,” Lehnert said, “the key to whether that employee will go looking for other work.” Other companies also have embraced and benefited from leveraging this strategy, Smith, of O.C. Tanner, said, including the Royal Bank of Canada. Research by the financial services firm indicated that levels of employee commitment account for 60 to 80 percent of bank customer satisfaction, and 40 percent of the difference of how customers view the bank’s services can be linked directly to customer relationships with bank staff. In another example, department store chain Sears Roebuck & Co. found that for every 5 percent improvement in employee satisfaction there was a 1.3 percent increase in customer loyalty, which produced a 0.5 percent increase in revenue growth. This amounted to $200 million for Sears, Smith noted. Meanwhile, Texas Roadhouse restaurant, which has a “well-known reputation for recognizing and motivating their employees—even through the darkest times of the recession—and sincerely believes that if the company takes care of its employees, those employees will take care of the restaurant’s guests,” confirmed that employee engagement works, Smith said. The restaurant chain’s employee engagement results showed that 89 percent of guests plan to return to the restaurant; 71 percent dine at a restaurant at least twice a month; and employee turnover has dropped 15 percent over the past two years. “There is a wealth of data from around the world which illustrates the enormous positive impact motivated employees have on brand strength and bottom-line profits across a wide variety of business initiatives,” Smith said. “It’s quite clear that employ-

ees who are engaged in their work are more productive, generate more profits and reduce operating costs—regardless of industry or geography. Motivation is universal and its benefits can be enjoyed by any type of company, anywhere in the world.” O.C. Tanner has been promoting brand growth through engaged employees for a number of years and sees interest building for this strategy. “We’ve been saying, ‘grow your people – grow your brand – grow your bottom line’ for some time, but the message really seems to be resonating with corporate leaders since the recession. The research about the wisdom of this brand strategy is very compelling, and the recession caused many leaders to look for innovative ways to protect and grow their brands,” Smith said. In addition, research by Gallup Organization has proven that companies that invest in engaging employees or customers financially will outperform their competitors that don’t invest, by as much as 70 percent. Engaged customers represent a 23 percent premium in terms of share of wallet, profitability, revenue and relationship growth. “These customers deliver significantly enhanced value by buying more products, spending more for those products, returning to shop more often, and having longer shopping experiences,” Smith explained, adding that those companies that invest in engaging both employees and customers can achieve as much as a 240 percent advantage over competitors, demonstrating that results are increased exponentially when engagement strategies are integrated and address a broader audience. “Motivation is a leading indicator of financial performance, so programs implemented now will help companies recover more quickly from the economic downturn. Additionally, we know the return on investment that’s expected from each different kind of incentive program, so companies can justify expenditures using quantitative data and allocate resources to practices that will generate the greatest value for them,” she said. Smith added, “To overcome the corporate challenges we’re all facing requires a workforce that’s completely engaged in their jobs and fully aligned with the priorities of their organizations. Engaged employees will accelerate their companies’ progression out of this downturn and provide a competitive market advantage that is being squandered by those firms who are waiting until the economy improves to invest in the very thing—their employees—that has the biggest potential to make that turnPIP around happen sooner rather than later.”

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A Timeless Classic Why Watches Endure as a Top Reward Choice By Emily Tipping

W

e have a strange relationship with time. It can be on our side, or it can be working against us. Time can crawl; time can fly. We can be running out of it, and then find that our hourglasses have been magically refilled and we have time to spare. Most of us live our lives by the clock, which is evident when you look around and see time’s evidence everywhere. Our computers tell time. Our phones tell time. Our coffeemakers and microwaves and VCRs tell time. Turn on the car, and there’s the time. (Unless you drive my car, in which case, no matter how many times you reset the clock, it will be 17 minutes fast.) With time-telling devices all around us, some people might wonder, why watches? Who needs one, anyway? I can just grab my cell phone and know what time it is. But that would be overlooking the fact that a watch is so much more than a time-telling device. “It’s all about diversity,” said Joe Zanone, senior vice president of Movado Group Inc. “They’re functional, but they’re more than that. They’re jewelry. They’re fashion. They’re a necessity. If you’re in the workplace, not wearing a watch would be kind of like not wearing socks with a suit. In the workplace, regardless of whether you have a clock on your cell phone or on your desk, you need to wear a watch. It’s a necessity.” A watch, it seems, is much more than a simple device for telling the time. And this is why watches continue to endure PHOTO COURTESY OF MOVADO as business gifts, incentives and awards for hard work and service. “It’s a great gift, because it’s functional. It’s useful. It’s fashionable, and can be worn by both sexes,” said Andy Finn, vice president, Corporate Sales, Tourneau LLC. “Studies show that people look at their watch 40 times a day, so it’s a constant reminder to the recipient of where the watch came from. It’s something you wear every day, you look at constantly, and other people notice it.” Watches also enjoy near-universal appeal. Man or woman, young or old—the right watch is sure to please just about anyone. Jim Keenan, senior vice president, Special Markets, Citizen Watch Company, also lauded the marriage of functionality and the high perceived value of a watch. “It has more than just a utilitarian purpose,” he said. “It has an intrinsic value or worth far beyond the utilitarian product.” In addition, he said, “A watch is one of the few pieces of jewelry that a man will wear. So you have an item that is very important in the incentive and award business, but it’s one that appeals to men and women.” And, getting back to the “high perceived value,” it’s important to note that if you’re in the market for an award or gift, the margins in watches are a huge selling point, Keenan said. That means that when your recipients see their watch in a department store or jewelry store, they’re going to be impressed by the value of what they’ve received. And while time can run out on us, many watches are forever. “A watch is something that has heirloom quality, which you can’t say about cash or a gift card,” said Adrienne Forrest, vice president, Special Markets, Bulova Corporation. “If you receive it as a gift, you can pass it down to someone else in your family. You can’t engrave a gift card or cash. A watch is in an entirely different category.”

Working With Watches

Forrest added that a watch doesn’t have to be terribly expensive in order to be effective as an incentive, gift or award. Recipients will remember the occasion on which the watch was given, giving it a longlasting impact on their motivation and engagement with your company. “You don’t get that with a gift card or cash,” she said. Most of the companies selling watches to the incentive market deal

with a wide range of products, allowing you to find something to suit almost anyone’s taste, whether it’s the retiring baby boomer you want to recognize or the up-and-coming hotshot 20-something sales rep. “Times are changing, so the end users and recipients are of a different generation,” Forrest said. “Twenty years ago, we might have placed a traditional watch in a service award program, but now they are influenced by the trends around them, so more contemporary types of styling are popular. It’s the same thing for sales incentives.” Zanone added that the motivational impact of the watch will depend on the recipient. “If they’re an avid scuba diver, a really great dive watch would be a good incentive,” he said. “If your recipient is a complete fashionista and has access to brands like Juicy Couture or Hugo Boss, that’s a good incentive. If they’re a watch collector— and there seem to be more and more of those these days—a nice Swiss watch would be a good motivator.” Take the ESQ Sport Classic from ESQ by Movado. Available in men’s or women’s it features a two-tone stainless steel case and bracelet with champagne sunray dial, and a date display at 3 o’clock. It’s a beautiful touch of class and elegance that will have broad appeal. If your recipients are avid sailors, check out Tissot’s new Sailing-Touch, available through Rymax Marketing Services Inc. The watch uses patented touch-screen technology to access functions located around the dial, including tide chart, PHOTO COURTESY OF RYMAX barometer, dual alarms, dual time zones, regatta timing function and speed function. The 100-meter water resistance makes this an invaluable tool for any nautical outing. It features Swiss-made ETA movement, an anti-magnetic stainless steel case and a rubber strap with diver extension and safety clasp. Forrest added that certain types of programs lend themselves to watches that can be customized. “For example, you might award your top salesperson at an auto company with a watch that has been customized with the logo for the company,” she said. “They would be styled to incorporate the customization of the corporate identity.” Finn, who deals in high-end luxury watches like Rolex, emphasized the power of one of these items as an incentive, award or gift. “It becomes a status symbol,” he said. PHOTO COURTESY “It’s a badge of honor to wear it. Other people OF TOURNEAU see it, and they know you won the award. They know you’ve been with the company 20 years, or that you’re the salesperson of the year. From a company standpoint, they get a long-lasting good value out of giving a watch as a gift, which is why it’s one of the longest-lasting and top choices of gifts for companies.” TAG Heuer’s latest addition to its popular Formula 1 Collection, available through Tourneau, is sure to inspire peak performance. The new, fashion-forward ladies 37-millimeter polished stainless steel case features a ceramic fixed bezel, white dial with date at 3 o’clock, three-row alternating ceramic and stainless-steel bracelet with steel folding clasp. It features Swiss Quartz movement and is water resistant to 200 meters. W W W. P I P M A G . C O M

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The economy is not the only thing affecting people’s choices in watches. The green movement is also having a major impact on program choices, Keenan said. “This is so important, and it is becoming more important every year,” he said. “Every corporation that is using incentives or having awards wants to be green. They want something environmentally friendly.” Citizen’s Eco-Drive watches match up beautifully with this movement. One of the most popular items in the lineup is the Citizen Eco-Drive Blue Angels Skyhawk A-T. (Turn to page 40 for more information on this item.) It’s feature-rich, but more importantly for environmentally conscious watch owners, it is powered by light. “People want to help the environment,” Keenan said. “Every time a watch battery goes into a landfill, it is a metal case that will break down, and it contains toxic chemicals that will leach into the earth and eventually into the aquifers. There are countless millions of watch batteries that have not gone into landfills because a Citizen Eco-Drive watch never needs a battery.” On top of that, Keenan said, “Who wants to get an award where they have maintenance issues? And that’s the ultimate convenience of the Eco-Drive. If you have multiple watches and they don’t need batteries, you don’t have to be replacing them, going out to find them….” Another thing the Blue Angels Skyhawk A-T features is a large case—45 millimeters. According to Forrest, this fits in with another trend in watches. “We still are seeing the large-size case diameters, with case sizes for men that are in the 44 to 46 millimeter size, which is pretty large,” she said. “We’re also still seeing a trend with the mechanical watches.” PHOTO COURTESY OF SKAGEN DENMARK As a result, she said Bulova is expandOF TOUR NEAU

The recession had an impact on incentive programs across the board, and watches are no exception, with many programs choosing to move to lower price points due to budget cuts. “To say you haven’t seen any effect, you’d have to be underwater,” said Forrest. “We’ve all experienced it in the past two years, and it’s manifested itself in that larger companies have reduced budgets or put programs on hold indefinitely. Programs are still on hold, and they don’t know if they’ll be reinstated. If they’re lucky enough to still have the program, budgets have been reduced.” But now that many feel the economy is beginning to show signs—if sluggish signs—of recovery, Zanone said he’s seeing a resurgence. “I’m getting a lot of quotes for companies that have swung the pendulum too far in terms of cost-cutting and realize that they need to reward and award their employees,” he said. “So I’m seeing quotes for PHOTO COURTESY OF MOVADO multiple hundreds of watches that are awards for people who really buckled down in the past couple of years.” If you’re looking for a very moderately priced option to include in your program, check out the Lacoste GOA, available through Movado Group Inc. This unisex option features a 40-millimeter plastic case, double-layer dial with printed color accents and Lacoste logo at 12 o’clock. It also has a printed silicone strap, mineral crystal and is water resistant to 3 ATM. Or, check out the new Performance Driven Timepiece Collection by Skagen Denmark. The collection is centered around the Danes’ passion to succeed and love of fine objects with an emphasis on where it all begins—hard work. The collection brings together elements of strength that keep on going, with lightweight and durable materials like

Getting Greener

OURTESY

Dollar for Dollar

Titanium, technical innovations, sporty styling and urban detailing called out through color and texture. The timepieces feature double genuine leather bands with a unique perforated texture or stainless-steel mesh bands. Round titanium cases in gray house textured or carbon fiber dials, multifunction movements, luminous indicators and colorful accents. Another effect of the recession: There has been an upswing in the price of gold, and thus in the interest in gold. Watches have not been immune to this. “There is definitely a trend toward more yellow gold, especially with the price of gold right now,” Zanone said. “It becomes a much more luxurious look.” Tourneau’s new Chronograph Series from their Corporate Collection features a Men’s watch that fits this trend perfectly. The Men’s 42-millimeter features stainless-steel and gold-plated case and bracelet, blue dial with gold subdials with date window, scratch-resistant sapphire crystal, screwdown crown and Swiss quartz movement. The overall collection features coordinating men’s and ladies sets that offer a great value.

PHOTO C

PHOTO C OURTESY OF MOVA DO

The Ebel New Sport 40mm from Movado Group Inc. is a sporty and dynamic option. It features a hexagonal, monohull case with sculpted sides, supple stainless-steel bracelet, and a black dial with a vertically textured center zone. Forrest explained that when you’re putting a program together, you should work with an expert who knows the right questions to ask. “The first thing I would say is what are your parameters? Do you have a budget? What are the demographics of your recipients? Is it men? Women? Young people? Older people?” she said. “We want to make sure we’re offering the best product for the program, so you have the greatest redemption. Often we get a request for just stuff, but you need a clear idea of what the parameters are. Certainly we would always offer a range from straps, bracelets and sporty watches to dressy watches.” Finn said the options you offer should really depend on the type of program you’re running. “To really maximize the company’s expenditure, if you’re part of the President’s Club and you’re wearing a particular style, everybody knows you’re in the President’s Club,” he said. “If somebody wins this year and someone else comes close, seeing the watch is a reminder for the one who came close. If you give them too many choices, it tends to water down the impact. Not to say that if they want choice, we can’t offer them choice.”

Write 115 on reader inquiry fax card

PHOTO COURTESY OF SKAGEN

The Skagen Denmark Clocks Collection features contemporary designs and superior craftsmanship, epitomizing the personality traits of Skagen’s style: classic, organic, elegant and sleek. Elegant and classic, these clocks portray a minimalist sensibility and efficient function. Raindrops, tender leaves and flowers—new growth thrusting its way to the warm sun through a meadow and forest. The artists of Orrefors have always found inspiration in the natural world. Drop is a poetic evocation in crystal of springtime and life-giving rain, a collection that speaks quality as gifts and whose pieces look stunning wherever they are placed. (And if your recipient doesn’t incline toward timePHOTO COURTESY OF ORREFORS keepers, check out the paperweight and penholder.) From the Abysse Desk Accessories Collection designed by Thomas Bastide, the Baccarat Abysse Clock, available through Rymax, features clear full-lead crystal and stainless steel. PHOTO COURTESY OF RYMAX

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IZEN

Forrest added that diamond and crystal embellished cases are also still a popular hit. In the Bulova watch lineup, you might turn to Caravelle for crystals and Bulova for diamond-encrusted bezels and dials. Keenan agreed. “In ladies watches, diamonds are strong, and ladies crystal timepieces are also very hot,” he said. “Also, mother of pearl dials are very important.” Marrying the green trend with the lust for diamonds, the Citizen Eco-Drive Riva offers a pretty new look with its pearlized pink dial, enhanced by 24-diamond bezel and cabochon crown. Additional features include a second hand, date indicator and water resistance to 100 meters. The collection is available in stainless steel with pink dial, stainless steel with white mother of pearl dial and stainless steel two tone with white mother of pearl dial. If you want something a little pricier, check out the Philip Stein Small Signature Double Diamond Stainless Watch, available through Rymax. The small stainless-steel case features full-cut diamonds—0.72 carats’ worth—as well as gunmetal crystal, white dial with printed Arabic numerals, sapphire coated curved mineral crystal, Quartz movement, scratch-resistant sapphire crystal and water resistance to 30 meters. Lest you think that this trend is only for the ladies, Forrest asserted that this is not the case. “Stones are not just for women,” she said. “We’re very successful with men’s.” For Citizen, Keenan said the men’s watches that are making a hit are the complication watches. In this case, a complication is not a bad thing. Rather, it represents the height of excellence in fine handmade watches. “They’re a testament to something that is a sign of excellence,” Keenan said, and they can include subdials, moon phases and other functions. PHOTO C OURTESY OF CIT

Watches may be one of the most popular rewards, but there are other time-telling devices that can fit in with your incentive, business gift and awards programs. We’re talking about clocks. Check out these options for timepieces that combine form and function:

A Little Embellishment

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Tick Tock Clock

official plaque attesting to its position in a controlled, limited run of 1,000.

TESY OF RYMA PHOTO COUR

ing its offerings in its Accutron as well as its BVA series of Bulova mechanical watches. The company also has introduced ladies mechanical watches to its lineup. Bulova recently added the Accutron Spaceview 50th Anniversary Limited Edition timepiece to its collection. Accutron was introduced originally in 1960 as the world’s first fully electronic watch. Today, the landmark tuning fork movement and exhibition dial of the renowned Accutron Spaceview have been meticulously re-created by Bulova for this exclusive limited edition. In stainless steel, with curved sapphire crystal, four-screw caseback, luminous hands and markers, alligator strap and water resistance to 30 meters, each PHOTO COURTESY OF BULOVA meticulously crafted collector’s model comes in a specially designed wood and plexiglass display case accompanies by an

Timeless Elegance

With the economy churning into a (slow) recovery mode, Finn said that he’s seeing a shift in the types of watches people are choosing. “When business was really booming, there couldn’t be enough bling—gold and diamonds,” he said. “And without question now, if a company is going to spend significant money on a luxury watch to hand out, it’s going to be more classic and traditional in styling, without the bling. Being a retailer, we sell 10,000 styles of watches, we see what’s selling. We sell watches ranging from $200 to $200,000 in our stores, and we’re seeing this everywhere—the much more classic and traditional styling. People were afraid to spend money before, but now that they’re spending it again, they don’t want to be showing it off yet.”

PHOTO C OURTESY OF MOVA DO

People are returning to the classics, even when they’re buying luxurious watches. “A really interesting trend is the resurgence of the mini in ladies,” Zanone said. “We’ve gone really big in ladies watches, and they continue to be popular, like boyfriend-style watches. But when it comes to dressing up, there tends to be a resurgence in smaller, mini styles. And also, thinness is a buzzword I’ve heard a lot of. People want something thin that will fit under their dress shirt. Something thin and elegant. Especially in today’s difficult environment, they want something with more longevity to it than a big fashion piece. Something more traditional. Something timeless. Something thin. Something elegant. Those are the buzzwords I’m hearing a lot.” The Movado Luno Sport Gents’ offers a timeless classic. It features a two-tone case and bracelet with concave half-moon shapes and a black dial, as well as a push-button deployment clasp, Swiss quartz movement, sapphire crystal and water resistance to 99 feet. But despite this trend toward understated elegance, luxury is still a necessity. Finn said that as the clouds of the recession begin to drift away, many people are beginning to spend a little again. “I think companies are at that point, too, and what we’re seeing is companies that want to make sure that they take care of their top achievers,” he said. “And if they can give them a really nice, expensive, luxury Swiss watch, it makes a statement that they value their employee, and that gift has a lot of status and a high perceived value.” As with other incentive items, the brand name is a key to the success of your initiative. “I think people always want the name brands,” Forrest said. “When they’re picking something for an incentive program, people are looking for a name brand. And Bulova offers the name brands. And people also want aspirational brands. I think even in hard times, people want to select something that is from a quality company, a quality brand name that has a long heritage. Bulova has been around since 1875.” Finn agreed, adding: “In today’s world, brand is extremely important. And it gets critical that a company invest their money wisely when they are trying to motivate top achievers or award top achievers. One way to invest wisely is to invest in very well-known, established brand names. In our case in luxury watches, you rarely see them on sale at retail. So it’s a very high perceived value, which is critical in our business. You certainly don’t want to insult. You don’t want them to think you didn’t take the time, spend a lot of money and get them a well-known brand name. And in today’s environment, where business is really just starting to pick up again, people aren’t making the money they were making a couple of years ago, so if you can reward them with a luxury item, it has more value than ever.” Zanone emphasized that there will always be a place for luxury. “There’s a place for the 55-inch flat-panel TV, and there’s also a place for a luxurious watch at $2,000 to $5,000,” he said. “And generally speaking, the recipient that’s getting it is a very high achiever, whether it’s sales or performance oriented. They’re very high achievers to begin with. They have the latest and greatest in technology, and the ability to redeem for something like a luxurious, beautiful watch is very comPIP pelling.”

Adventurers Among your hardest-working, you are sure to occasionally come across a somewhat unique personality type: the adventurer. Whether they’re into hiking and camping, mountaineering or spelunking, or some other kind of excursion, these recipients will be sure to appreciate one of the following PHOTO COURTESY OF CASIO watches. Casio recently introduced an upgrade to its popular Pathfinder watch line with the launch of PAW5000-1. It is available in analog and digital, and features Multi-Band 6 Atomic Timekeeping with triple sensor. It has a unique second hand to assist in compass readings. Equipped with Casio’s traditional Pathfinder triple sensor technology, the PAW5000-1 includes a digital compass, altimeter, barometer and thermometer, making this a great all-in-one tool for high-energy, rugged outdoor adventures. The Base Camp, available through Victorinox Swiss Army, is made in Switzerland with precision Swiss analog quartz movement. Its features include hardened mineral crystal, stainless-steel case with screw-in caseback, luminous hands and hour markers, protected crown, chronograph, date calendar, stainless-steel bracelet, water resistance to 100 meters and a 40-millimeter case diameter. And for armchair travelers and adventurers alike, consider this PHOTO COURTESY OF VICTORINOX distinctive quartz chronograph from Bulova’s new Adventurer Collection, created by Swiss designers inspired by Bulova’s rich historical association with exploration. Adding a fresh, global accent to classic styling, this versatile design in stainless steel with patterned light champagne dial features luminous hands and markers, 24-hour track, tachymeter, calendar, second hand, screw-back case, black leather strap and water resistance to 50 meters. PHOTO COURTESY OF BULOVA

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Time for Time Orrefors Kosta Boda

When you're ready to talk to the experts we've featured here about which watches will work well in your program, they'll be ready with knowledge backed up by years of experience in the industry. Here's the information you need to get started:

856-626-1328 www.orrefors.us Write 204 on reader inquiry fax card

Bulova Corporation

Rymax Marketing Services Inc.

800-423-3553 www.bulovaspecialmarkets.com Write 200 on reader inquiry fax card

800-379-8073 www.rymaxinc.com/PIP Write 205 on reader inquiry fax card

Casio

Skagen Designs

973-361-5400 Ext. 4403 www.casio.com Write 201 on reader inquiry fax card

775-336-5656 www.skagen.com Write 206 on reader inquiry fax card

Citizen Watch Co.

Tourneau

201-438-8150, Ext. 8233 www.citizenwatch.com Write 202 on reader inquiry fax card

800-424-3113 www.tourneaucorporatesales.com Write 207 on reader inquiry fax card

Movado Group Inc.

Victorinox Swiss Army

201-267-8182 www.movadoincentives.com Write 203 on reader inquiry fax card

800-243-4066 www.swissarmy.com Write 208 on reader inquiry fax card

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WIN A FREE GIFT BY SUBSCRIBING NOW!

$100

Sign up for a FREE SUBSCRIPTION or use the Reader Service Card to request supplier information and your name will be automatically entered in a drawing for one of two FREE gifts.

ENTER NOW! Sign and Fax back the subscription/reader service card now – or subscribe online at www.pipmag.com – and your name will be entered automatically!

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2

GOT FROTH? >>

Designed to create thick and rich frothed milk for cappuccinos, steamed milk for café lattes, and frothy hot chocolate, the new Capresso froth PRO automatic milk frother produces professional-quality results with a quick touch of a button. Three temperature settings—hot, warm and cold—open up a variety of options for delicious beverages with a creative touch. This stand-alone appliance is an ideal complement to any coffee maker, espresso machine or the hot chocolate lover. The unit features a black pitcher along with a black base with stainless-steel accents and illuminated touch-pad buttons. The smart design includes dual auto shut-off for safety and a storage compartment in the bottom of the base to hold the two frothing discs and one heating disc that come with the unit.

COOKING MONSTER

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For the Home: Incentive Items to Feather Their Nest This 1,500-watt three-in-one countertop oven functions as a convection oven, rotisserie and pizza baker. Versatile with nine cook modes; lower oven, defrost, keep warm, standard bake, convection bake, slow cook, roast and rotisserie. The temperature control adjusts up to 450 degrees. Features two convenient electronic timers—up to three hours on the upper oven and 30 minutes on the lower pizza oven. Easy-to-read digital blue LCD display. The pizza drawer has a swing-out stay-cool handle and nonstick interior and fits up to a 12-inch pizza. Oven includes two baking racks, rotisserie spit and forks, rotisserie removal tool, drip/baking pan with broil pan insert and two removable crumb trays.

$399.99 top BrandS inc.: 800-431-2127 Write 341 on reader inquiry fax card.

www.top-brands.com

$59.99 Jura capreSSo: 201-767-3999 ext. 602 Write 340 on reader inquiry fax card.

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<< GET UP AND GO

The 12-Cup Coffee Brewer from Melitta features hotter brewed coffee than the leading competitor. It features regular, bold and robust settings for rich-tasting coffee. The coffee maker is programmable with a two-hour auto shut-off and adjustable keep warm settings.

$69.99 HaMilton BeacH: 800-527-7189 Write 342 on reader inquiry fax card.

www.hamiltonbeach.com

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GOOD COOKIN’

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www.capresso.com

The handy All-Clad Electric Griddle features all the quality touches consumers have come to expect from this leader in quality cookware. The extra-large 20-by-13-inch non-stick cooking surface aids in the cooking of many items. Features two independent side-by-side cooking area controls, and temperatures range from keep warm to sear. The unit includes the famous All-Clad signature stainless handles with stainless rivets. In addition it comes with a large removable drip tray drawer that is dishwasher-safe and a stainless-steel removable anti-splatter guard. The heating element is a powerful 1800-watt heating unit. 20/20 Special MarketS: 513-561-9920 Write 343 on reader inquiry fax card.

www.2020specialmarkets.com

JUST DESSERTS

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Emile Henry presents the Urban crème brulee dishes. These stacking dishes are glazed in the sophisticated colors of sand, slate, figue and nougat, and are designed to bake and serve crème brulee and to double for food prep. The 4.7-inch wide crème brulee dish is shallow so every bite offers a taste of the custard along with a taste of the sugar glaze. Deeper, narrower dishes don’t offer that balance. This dish is made from Burgundy clay, which provides even heat distribution. The dish is oven-, broiler-, torch- and dishwasher-safe and carries a three-year guarantee.

CLASSY GLASSY >>

Duralex presents Lys glass dinnerware. The collection includes dinner plates, a soup, a dessert, a club, a cocktail and a side plate. Glass dinnerware is both eco-friendly and inherently safe as it is made from all natural ingredients. Made in France of tempered glass, the dinnerware can withstand temperature changes and heavy demands. The dishes are extremely tough and durable and will maintain a brand-new appearance for years. The glass is nonporous so it does not retain odors, scratch or stain. eMile Henry uSa: 843-293-8117 Write 345 on reader inquiry fax card.

www.emilehenryusa.com

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$10 eMile Henry uSa: 843-293-8117 Write 344 on reader inquiry fax card.

www.emilehenryus a.com

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CHOP-CHOP >>

Professional chefs and cooking enthusiasts will love this large block set that provides all their cutlery needs. Imagine everything you need right at your fingertips: 8-inch slicer, 5-inch serrated utility, 8-inch chef, 8-inch bread, 3.5-inch parer, 5-inch santoku, eight 5-inch steak knives, 8-inch sharpener, kitchen shears and hardwood block. The perfect composition of Japanese highcarbon stainless steel ensures the blade stays sharp and is stain and rust resistant. Heat-treated and ice-hardened steel creates a strong blade that holds its edge, and the soft Anolon® SureGrip® handle is durable and comfortable to hold. Contoured design provides a sure, confident grip.

MEAN CLEANER >>

Clean up messes even on the thickest carpet with the Delphi Vacuum from Miele. Includes electric powerbrush and comfortable deluxe ergonomic handle, six-speed rotary dial power control, 30-foot operating radius and a Super Air Clean filter. Vario Clip includes dusting brush, upholstery nozzle and crevice tool.

$499 ryMax Marketing ServiceS inc.: 800-379-8073 Write 346 on reader inquiry fax card.

$149.99

www.rymaxinc.com/pip

ryMax Marketing ServiceS inc.: 800-379-8073 Write 347 on reader inquiry fax card.

www.rymaxinc.com/pip

9

<< STEER AND CLEAR

The Oreck® Platinum Pilot Vaccuum has been re-designed from the bottom up for easy steering and greater maneuverability. Turn like never before with 360-degree Glide steering to clean in corners and along the contours of walls and furniture in one easy, continuous motion. And do it while cleaning with the Platinum Pilot’s 102 mph airflow generated between the floor and just two inches into the vacuum. Plus, a re-engineered roller brush further increases performance with better cleaning on deeply embedded dirt. Package includes Platinum Pilot Vacuum and handheld canister.

$599.95 incentive conceptS: 888-862-9283 Write 348 on reader inquiry fax card.

www.incentiveconcepts.com

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Write 116 on reader inquiry fax card

All That’s New & Innovative >> MOVING PICTURES

With the Canon VIXIA HF R10 Dual Flash Memory Camcorder, one will find that high-definition video has hit new levels of convenience, ease and performance. Available in black, silver and red, the VIXIA HF R10 has an 8 GB internal flash drive with an SD memory card slot. A Genuine Canon 20x HD Video Lens and Dynamic IS works in combination with sophisticated Canon HD image processing to deliver sharp, vivid, lifelike video Canon u.s.a. inC.: 866-50-Canon

2

CRUISIN’

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1

Write 371 on reader inquiry fax card.

Have you always wanted a Lamborghini but don’t have enough room in your garage? Get the next best thing. This remote-control car looks just like the real thing, only smaller. Just pop in the batteries, and the car is ready to run laps around the office or parking lot. Exquisitely detailed, 1/18th scale model uses four AA and one 9-volt battery (not included). High-end display gift box packaging. 365Wholesale: 877-834-4389 ext. 203

www.usa.canon.com/corporategifts

Write 370 on reader inquiry fax card.

www.365wholesale.com

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REACH FOR THE STARS The Vivitar 175x/350x Pro Series Telescope is not only an amazing astronomical reflector telescope, but also a work of art and design. Built with the finest grade materials, it features Vivitar’s world-renowned coated lenses and mirrors combined with ultra-portability and extreme power. A deluxe Altazimuth mount provides superior functionality and precision. Interchangeable 175x and 350x eyepiece lenses allow the scope to be used as a spotting scope and a telescope. A convenient direction-control handle located on the full-size expandable aluminum tripod lets you move the telescope effortlessly, and a 5x24 finder scope helps you locate objects faster.

4

<< GO GLOBAL

New in 2010, personalization is included on this 11-inch globe. Beams of light make the unique Mova® Globe rotate on top of its stunning crystal base. The globe flawlessly rotates inside a clear acrylic sphere, creating the amazing illusion that the globe is floating.

$550 to $600 CRystal d: 800-544-1131 Write 373 on reader inquiry fax card.

www.crystal-d.com

$149 ViVitaR/sakaR: 718-434-2356 Write 374 on reader inquiry fax card.

[email protected]

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5 MEASURE IT >>

GET AROUND >>

Make your next sales promotion more effective by choosing a business gift that puts your name where it matters most—on your customer’s desk and on the job. Rapid Rules are a simple improvement over flat and triangle scales. Its unique shape instantly identifies the scale edge. Simply rotate the scale rod to locate the needed scale. Once located, it is retained, ready-to-use, every time you pick it up. All six scales read from left to right and read only one scale at a time. Rapid Rule: 574-784-2273

Trek’s 7000 is a fantastic all-around hybrid bike. It has a lightweight alpha aluminum frame and 21 easy-pedaling gears to ensure miles of smiles for years to come. Trek bicycles are recognized throughout the industry as a premium brand built on quality and value. Each bicycle is 100 percent built and re-boxed, requiring only minimal assembly. The Trek line of bikes is great for dealer loaders, incentive programs and service awards.

Write 372 on reader inquiry fax card.

Zane’s: 203-483-2622

www.rapidrule.com

Write 375 on reader inquiry fax card.

$399.99 www.ezanes.com

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Ingenious Innovations: Products to Motivate Your Best 1

SWEET SATISFACTION >>

Simple, quick and kid-friendly, the Good Thinking® Half-Pint™ Soft Serve Ice Cream Maker from Hamilton Beach® will be sure to tempt your target’s sweet tooth. Just add fresh ingredients like cream and sugar to the freezer bowl and turn on the machine. No ice or rock salt needed. Makes ice cream in as little as six minutes. Kids can personalize concoctions with fresh fruit, nuts or chocolate chips. Includes one lid with motor, removable dishwasher-safe paddle and two 12-ounce freezer bowls. Bowls nest for easy storage and are small enough to be stored in the freezer, so they are always ready for use. Available in blueberry, mint and bubble gum.

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TOUCH AND GO >>

With the VAIO L Series’ multi-touch screen, easy access to your PC, HDTV, DVR—your entire entertainment hub—is readily available at your fingertips. Equipped with a 24-inch WUXGA (1920x1080) widescreen panel, the unit displays high-definition content in Full HD resolution. Select models feature a Blu-ray Disc™ optical drive so you can enjoy high-definition movies. A rewritable BD drive for recording, storing and playing back personal content on high-capacity BD media is also available. Sony: 866-596-4823

$29.99 HamilTon BeaCH: 800-527-7189

Write 381 on reader inquiry fax card.

Write 380 on reader inquiry fax card.

www.sony.com/motivation

www.hamiltonbeach.com

>>

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FREQUENT TRAVELER

Part of the Tumi Special Edition collection, the iconic Frequent Traveler Expandable Carry-On (style No. 6322) features racing-inspired styling and real-world functionality for travelers. It offers an expandable main compartment with a garment sleeve and zip pockets. There is a large front pocket for additional clothing. Top and bottom handle, plus the patented “P” shaped, swivel-top telescoping handle. Made from Tumi’s exclusive lightweight, performance nylon fabric with unique, molded side panels.

$545 Tumi: 800-669-3181 Write 382 on reader inquiry fax card.

www.tu mispecialmarkets.com

HOT SHOTS >>

The Canon PowerShot SD4000 IS Digital Camera is loaded with a Canon HS System composed of a backilluminated CMOS sensor and a bright f/2.0 lens— both of which deliver incredible images in low light. Shooting action or sporting events has never been so fun with a High-Speed Burst mode and the Super Slow Motion Movie function to mix things up. It could also play 720p HD movies effortlessly on a HDTV. Canon u.S.a. inC.: 800-50-Canon

5

LITTLE BLACK DRESS

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The Movado Master™ features dynamic architectural design with diamond bezel. The 34mm stainless steel case encloses a black dial. It also features a rubber strap and sapphire crystal. This women’s watch is Swiss-made and water-resistant to 5 atm.

$4,995 movado Group inC.: 201-267-8182 Write 384 on reader inquiry fax card.

www.movadoincentives.com

Write 383 on reader inquiry fax card.

www.usa.canon.com/corporategifts

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THE GREAT OUTDOORS

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Give a Bass Pro Shops® Gift Card to your favorite outdoor enthusiast. Whether they hunt, fish or just have an appreciation for the great outdoors, a Bass Pro Shops® Gift Card is the gift that is always in season. There are three ways to shop at Bass Pro Shops®: at all Bass Pro Shops® retail stores, all Bass Pro Shops® catalogs 24x7, and via the Internet at basspro.com 24x7.

>> GET THE PICTURE

Zoom closer, shoot faster and do more with Nikon’s COOLPIX P100 with its new CMOS sensor and incredible 26x optical Zoom-NIKKOR ED glass lens. The camera’s vivid 3-inch high-resolution HVGA vari-angle LCD and electronic viewfinder make it easy to compose and share your pictures. Nikon’s Smart Portrait System automatically detects your subject’s face, takes a picture when they smile, smoothes out their skin tone and warns you if they blink. You can even record HD movies and much more. nikon: 888-547-8684 Write 385 on reader inquiry fax card.

http://rewards.nikonusa.com BaSS pro SHopS: 800-951-1000, ext. 2 Write 393 on reader inquiry fax card.

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LISTEN UP >>

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Bose® QuietComfort® 15 Acoustic Noise Cancelling® headphones are the best performing headphones from Bose. Significant advances in noise reduction make these the quietest Bose® headphones ever. Advanced electronics now use microphones both inside and outside each earcup to sense and reduce more of the sounds around you. So you hear even less noise and even more of your music and movies—with the quality sound you expect from Bose. Around-ear style. AAA battery and carrying case included.

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www.owincentives.com

TIME TO SOAR

Commemorating the precision and grace of the Navy’s elite flying team, the Citizen EcoDrive Blue Angels Skyhawk A-T soars with new features. Features include atomic timekeeping with radio-controlled accuracy, world time in 43 cities, two alarms, 1/100 second chronograph with 24-hour recorder, 99-minute countdown timer, perpetual calendar, digital display light, GMT display, rotating slide rule bezel, non-reflective crystal, water resistance to 200 meters and a powerful reverse indicator. Powered by unstoppable Citizen Eco-Drive technology, so it never needs a battery. A mark of distinction, the official Blue Angels insignia appears on the watch caseback. Available in stainless steel (pictured), stainless steel with rubber strap, and titanium.

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GOOD GAME

Own a piece of the game. Wilson Sporting Goods has been the official supplier of NFL Game Balls since 1941. This ball is handcrafted in the USA at the Ada, Ohio, factory. Using exclusive patterns and innovative technology, Wilson provides the best game football. Super Bowl 45 will take place in Dallas on Feb. 6, 2011, and this is your opportunity to be part of that experience. WilSon SporTinG GoodS: 773-714-6863 Write 389 on reader inquiry fax card.

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NICE VIEW >>

Experience a new dimension in television with this Samsung 3-D TV. How real is real? You’re about to find out with Samsung’s groundbreaking 3-D technology. It delivers an unbelievable, immersive viewing experience that makes images leap off the screen so you feel like you’re part of the action. With a full line of LED, LCD and Plasma HDTVs and a Blu-ray player, Samsung is bringing the ultimate 3-D theater experience to your home. pmC: 262-743-2095 exT. 108 Write 390 on reader inquiry fax card.

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LUXURIOUS REWARDS

The travel-ready H2O Plus 9107 spa assortment makes pampering portable. Nutrient-rich marine botanicals, purifying deep-sea minerals and emollient oils deeply revitalize the skin. Product is made in the USA and ships in 24 hours.

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GRACIOUS GIFT

This two-piece Atelier Wine Coaster and Stopper by world-renowned designer Monique Lhullier will be a most impressive business or hostess gift for the upcoming season. The metal set features an accentuated thumbprint design in a polished finish offering a sophisticated style. This modern textured piece is functional as well as stylish. The design appeals to both feminine and masculine tastes, making a perfect gift.

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$21.50 Top BrandS inC.: 800-431-2127 Write 391 on reader inquiry fax card.

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15 TIME KEEPER >>

Get closer, share easier. The Kodak EasyShare Z981 features a 26x optical zoon, the highest ever offered on a Kodak digital camera. However, the real Kodak Moment happens when you share. Just press the Share button on the back of the camera to automatically upload your favorite pictures to Facebook, Flickr, YouTube and more. Also features 14 MP, HD videos, Smart Finder technology and face detection technology. Includes 4GB Kodak SD Card and $55 Kodak Gallery Certificate.

The Champlain Collection (men’s) from Bulova, model 96B131, features a stainless steel case and screw-back caseback with Precisionist logo personalized. Features a screw-down crown and Bulova tuning fork, with signature swirlengraved design and crown protector. The dial is black carbon fiber, silver perle, black and blue multi-level, multi-pattern, featuring luminous markers, elevated dial ring with split-second minute track and curved calendar window. With signature designed pointed baton hands with white luminous fill and quartz Precisionist Bulova caliber P102.10 movement. The watch has a fold-over buckle clasp with double pushers, and the bracelet is stainless steel. Functions include hours, minutes, continuous sweep seconds and date. Bulova: 800-423-3553 Write 387 on reader inquiry fax card.

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$369.90 inCenTive ConCepTS: 888-862-9283 Write 386 on reader inquiry fax card.

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16 IN THE CARDS

If your cardholders are excited by luxury and variety, Persona Platinum will let them indulge. The reloadable card is accepted at more than 170 popular retail, travel and entertainment establishments for purchases of electronics, apparel, jewelry, gift, home and garden, sporting goods, toys, accommodations, cruises, car rental, vacation packages, luggage and more. Visit www.personaonline.com to learn about additional benefits for participants. inTeliSpend: 888-234-7725

SUMMERTIME’S SWEET

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Godiva’s brilliant Chef Chocolatiers have done it again, creating wonderful chocolate treats especially for summertime. Your favorite ice cream flavors inspire the creamy ganache centers, enrobed in Godiva chocolate. The collection includes ice cream “pints” and truffle bars. Choose from Mint Chocolate Chip, Neapolitan, Pecan Caramel Sundae, Hazelnut Gelato, Oranges & Crème or Vanilla Sundae. A fun and delicious way to satisfy those summertime cravings for chocolate. Godiva CHoColaTier: 877-Corp-vip (267-7847) Write 396 on reader inquiry fax card.

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>> the insider

By Deborah L. Vence

Customer Satisfaction Banking Industry Benefits From Employee Rewards, Recognition

C

ustomer satisfaction can make it or break it, if you will, when it comes to a company’s success or failure. And, it’s no different for the financial services industry. In fact, “unexpected and challenging customer service situations often arise in banking, and conventional employee recognition and incentive programs might be limited in encouraging positive and proactive employee behaviors, as they tend to work best in predictable situations,” according to a recent executive briefing by Naperville, Ill.-based Forum for People Performance Management and Measurement, and its companion study, “The Role of Rewards and Recognition in Customer-Oriented Citizenship Behaviors,” conducted by Scott A. Jeffrey of Monmouth University in West Long Beach, N.J., and Guillermo Wilches-Alzate of the University of Waterloo in Waterloo, Ontario, Canada. The study, which was based on personal interviews and a survey of more than 3,500 branch level employees of a Canadian charter bank, concluded that banking managers need to design, introduce and administer fair, consistent and timely rewards and recognition programs at their branch locations. “Banking, by its nature, is a service industry. Banks also work with customers in context of some of their most personal life decisions, such as purchasing a home or saving for something of great importance. This means that establishing bonds of trust are a significant part of a banking relationship, and trust emerges to a greater degree when there is a strong customer service orientation,” said Jennifer Rosenzweig, the Forum’s director of research. The study indicated that because of its uniqueness among service enterprises, the banking industry—in order to compete and attract and retain customers— requires a very high and flexible level of customer service from front-line tellers and other customer support staff. As a result, banking managers “need to find innovative ways to motivate, recognize and reward employees who demonstrate high levels of customer service.” “Providing high levels of customer service, though, is not a scripted experience. Every customer is different, and every interaction is different. Front line personnel must, therefore, be prepared to independently make assessments about how best to respond, how hard to try and how to connect in a meaningful way,” Rosenzweig said. “Recognition programs become a way for leadership to identify excellent performance of this nature and shine a light on it,” she added. “When employees understand that a particular way of interacting with a customer is appreciated by their organization, it increases the ability of the employee to repeat these same behaviors with others.” One of the unique challenges, the study indicated, in a bank branch—apart from the traditional retail service model—is that customer service requests and interactions vary greatly, and unexpected and challenging situations frequently arise, such as checks and deposits

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not clearing properly or on time, or questions or disputes over service fees. Since all of these situations cannot be foreseen nor all required behavior specified in advance, a traditional incentive program might be limited in its ability to create positive service interactions. Thus, given these limitations of a traditional incentive system, banking branch managers must determine other ways to encourage positive service behaviors. One way to encourage this type of behavior is by demonstrating that employees are valued when they address these issues and satisfy their customers. When employees feel valued by their employer and by their manager, they are more likely to act in the best interest of the firm and the customer, according to the study. And, in order to promote this feeling of value, managers are encouraged to design, introduce, and administer rewards and recognition programs at their branch locations. Recognition programs that work the best in the banking industry are those which recognize employees for spontaneous behaviors that go above and beyond their normal job roles. Questions asked during the one-on-one interviews with branch personnel fell under three categories: • Manager Recognition: questions relating directly to recognition and rewards that come directly from branch management. The questions rated employee perceptions of the fairness and consistency of managers, as well as the type of recognition and rewards provided by managers. • Non-Manager Recognition: questions directly related to recognition from customers and peers, including questions regarding the type and frequency of direct and indirect recognition. • Understanding of the system: questions regarding whether or not employees understood the types of behaviors that led to the receipt of rewards and recognition.

employee service behaviors, and did not influence how employees felt about their manager or their company. However, recognition from peers did have a positive impact on “participation behaviors.”

What This Means for Banking and Other Sectors Customer service, overall, is becoming a much larger part of the economy today. And so, managers must understand how to drive positive service behaviors. Managers must be trained to be fair, consistent and timely with their recognition of employees. And while this study centered on the banking industry, the nature of the findings suggests that they’re applicable to other industries, such as retail and healthcare, as well. “Customer service is particularly important right now because of the widespread damage that occurred in the industry at the beginning of the recession,” Rosenzweig said. “Banks are now viewed with greater distrust by consumers, resulting in the need to go ‘above and beyond’ in meeting customer needs. If a bank can foster a culture of recognition, they can counter these negative messages and grow their business.” PIP

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In addition, the researchers identified three types of employee “citizenship behaviors”:

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• Service Behaviors: related to the level of conscientiousness of bank employees in performing their roles, attending to customer needs, and displaying reliable and courteous behaviors. • Loyalty Behaviors: involve “boundary-spanning” employees promoting the bank and its products to people outside of the organization. • Participation behaviors: involve employees taking initiative in an attempt to improve organizational effectiveness.

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Of the three categories, “manager recognition” questions garnered the strongest impact among those employees surveyed. Employees gave high marks to managers who are fair, consistent and timely in their reward and recognition activities. In addition, the study found that recognition from customers and peers had a very small effect on

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Waterford stemware. For 300 years, always right in the present.

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