It is still surprising to hear about a company that does annual performance reviews – annually. I worked for such a company a little while back. We had a small dedicated HR department and a CEO that stressed the annual performance review each year. The problem was they were only once a year.
I was in the office of a manger of a fairly large company not too long ago. In this office the manager proudly displayed the certificates of achievement his department’s employees had earned. He was a senior leader and very proud of the things employees had accomplished even two or three levels down the hierarchy.
A typical experience of a customer coming through their door would include the receptionist coming out from behind the desk and personally greeting them. Their name proudly displayed in the lobby welcoming them. And their favorite beverage presented to them. Such an experience would leave a lasting impact on any customer!
In other words you can occasionally drop one and it will almost always bounce back, but drop the other four and they will suffer damage, possibly shatter.