Takeaways
- Recognition is a measurable retention tool—since introducing wellness and peer recognitions and other measures, attrition has been reduced by 25%.
- Engagement increases over time: the longer employees are active on the platform, the more likely they are to participate.
- Personalized, multi-faceted recognition (like wellness programs) makes recognition feel authentic, not transactional.
Overview
About Citizens Business Bank
Citizens Business Bank is an award-winning employer and is committed to strengthening the financial well-being of clients and the personal fulfillment of its employees. With branches throughout California, the Bank believes culture is built one connection at a time. Through a strategic partnership with Awardco, the Bank launched High Five, Core Values in Action—a recognition platform that aligns with its values of integrity, service, and community.
The Challenge
Fostering Deep Engagement in a Distributed Workforce
The Bank needed more than a basic recognition system—they needed a dynamic platform that celebrated effort, encouraged wellness, and fostered peer connection across locations and roles. Bottom line: the Bank needed a solution that caused real behavioral and cultural changes across the business. They wanted to give employees a voice, build trust through visibility, and make recognition feel personal and purpose driven.
The Solution
High Fives: A Customized, Values-Based Platform
Citizens Business Bank launched High Five, Core Values in Action, a branded recognition experience tailored to its people-first culture. Employees could recognize each other in real time, managers could celebrate achievements big and small, and wellness achievements became a point of pride:
● Peer-to-peer shoutouts for living company values
● Manager-led recognition for excellence in service
● Wellness-focused recognition that reinforced healthy habits
● Service awards and milestones marked meaningfully within the platform
More recently, the Bank rolled out AwardCodes® to replace physical gift cards, streamlining reward fulfillment, improving tax and spend tracking, and supporting the organization’s commitment to cost-effective operation.
Prior to implementing AwardCodes, Jenny – the VP of Talent Engagement at Citizens Business Bank – was personally going to businesses and picking up gift cards to be able to reward employees on an ad hoc basis. She said:
“The old process was random and not very streamlined. With the platform now in place, our employees have the option to select a reward that’s relevant to them. Our team can also monitor redemption and tax requirements seamlessly. Recognition has become easy, immediate, and most importantly trackable.” — Jenny Ketchepaw, Vice President Talent Engagement
Citizens Business Bank is also using the platform to enhance employee wellbeing through monthly wellness challenges. Each challenge focuses on a specific area—such as sleep, nutrition, or physical activity—and encourages employees to take small, meaningful steps toward healthier habits. By participating, employees not only improve their overall quality of life, but also earn wellness recognitions and points through the platform. It’s a powerful way to align personal wellbeing with company culture, making recognition both meaningful and impactful.
“At Citizens Business Bank, we believe in supporting the whole person—not just the work they do day to day. Our recognition and wellness programs are designed to improve employees’ lives holistically, with the understanding that when people feel good, they can bring their best selves to work every day.” — Jenny Ketchepaw, Vice President Talent Engagement
The Results
New Hire Momentum
Within the first week of launch, over 300 recognitions were sent. “We knew people needed a way to say thank you,” one team member shared, “and this made it easy.”
- Stronger Employee Retention: Employees who received recognition—especially in the form of peer or wellness shoutouts—within their first six months had 25% lower attrition at future checkpoints.
- Growing Peer Engagement: Internal trends show that employees active on the platform for more than three months are measurably more likely to send recognitions—highlighting sustained engagement and growing cultural adoption.
- Platform Adoption: Citizens Business Bank achieved over 200 logins per employee in just four months, with an 88% login rate—driven by the simplicity of the experience and the encouragement of leadership.
