1. The Impact of a Great Board/CEO PartnershipSummit Conference 2012 1

2. 2 3. Extraordinary EmployeeEngagementSuperiorWorld-Class Financial CustomerPerformance Loyalty3 4. 1,700 organizations350,000 employee surveys on executionpractices 17,102 separate work units hundreds of matched pairs Interviews with>5,000 unitsFinancial, Customer Loyalty, and Employee Engagement data4 5. The Big Challenge Lies in Moving the Middle100 90 80 70% Achieving 60 50 40 30 20 100 Not Ever Not YetWith Excellence AdoptWill Never Adopt Will Never AdoptAdoptCould AdoptCouldWill Never Adopt AdoptPerformance Level Performance Level5 6. 1. Ensure that everyone has the same definition of winning (set the bar high)! 6 7. Same Definition of Winning50% of management teams viewed as great performers actually were not. -FranklinCovey study for Coca Cola Retailing Research Council Perceived Great PerformersAs Expected 27%Overachievers 50% Under-achievers 23% 7 8. Same Definition of Winning600600480 39736024012095230 Top 600 Stores Also in top 25% Also in top 25% Also in top 25% On SALES on sales vs.on CUSTOMER on EMPLOYEEFULL POTENTIALSATISFACTIONRELATIONS8 9. Extraordinary EmployeeEngagementSuperiorWorld-Class Financial CustomerPerformance Loyalty9 10. 2. Narrow the focus to the smallest number of important battles necessary to win the war. 10 11. Narrow the Focus 11 12. Extraordinary EmployeeEngagementSuperiorWorld-Class Financial CustomerPerformance Loyalty12 13. 3. Make building stakeholder trust and loyalty a key initiative for top management and for the board. 13 14. Building Trust and LoyaltyA. Trust is FinancialTotal Return to Shareholders for organizations withhigh trust is almost 3x higher than organizationswith low trust.-Watson Wyatt study14 15. Building Trust and LoyaltyNPS: Absolute Score & Relative Score Correlation5025 WinnersCNPS Target Store 0Runners-up-25Losers-50-75-50 -25025Distance Between Actual Target Stores CNPS & Toughest Competitor CNPS 15 16. Building Trust and LoyaltyTrust always impacts 2 outcomes:Speed Cost 16 17. Building Trust and LoyaltyTrust TaxTrust Dividend 17 18. Building Trust and Loyalty 18 19. Building Trust and LoyaltyB. Trust can be Learned and MeasuredCredibility Increasesas Behaviors Change 19 20. Building Trust and Loyalty 20 21. 13 Behaviors of Trust21