Michael Harkness & Marybeth McMenemon Achieving Excellence Through People: Delivering Superior Value to Customers Michael Harkness & Marybeth McMenemon

Director – People and Culture Introductions Michael Harkness Chief People Officer Marybeth McMenemon Director – People and Culture

We design, build and support innovative technology solutions that create lasting experiences where people live, work and play. Design Build Support

Achieving Excellence Through People: Delivering Superior Value to Customers How does a company deliver excellence? You deliver excellence by delivering consistency through your people.

“To win in the marketplace, you must first win in the workplace” - Doug Conant, former CEO of Campbell Soup What does it mean to ‘win in the workplace’?

Employee Engagement most important — and often overlooked — way to ensure positive customer experience and satisfaction.

Employee Engagement What is Employee Engagement? We define engaged employees as: those who are involved in, enthusiastic about and committed to their work and work place. – Gallup Organization

Engagement in Action: Go above and beyond and step up to help their coworkers ("I've got your back" mentality) Have uplifting and positive comments Are dedicated to the company Have higher effort and quality of work

The Engagement Challenge Gallup's 2017 State of the American Workplace poll: 70% of employees are not 'engaged' at work 18% percent are 'actively disengaged’ 30% of employees feel engaged, connected and enjoy their employment Source – Gallup 2017-survey on employee engagement

Why is it important? Lower turner over Decreased rates of absenteeism Higher productivity and profitability Companies in the top quartile of employee engagement experience 10% higher customer ratings. Source – Gallup State of the American Workplace report

Win the workplace, win the marketplace. Employee engagement impacts customer satisfaction. Customer satisfaction impacts financial performance. Win the workplace, win the marketplace.

Electrosonic’s Story Why now?

Electrosonic’s Story Three Levers of Engagement! Make our Team Leaders – The most Profound Source of Impact - Better Invest in our Team Member’s Growth Maintain an Environment of Connection and Inclusion

1. Make our Team Leaders - The most Profound Source of Impact – Better.

2. Invest in our Team Member’s Growth

3. Maintain an Environment of Connection and Inclusion

Measuring How do we know it’s successful? People: Customers: Increased Retention Rates Repeat Customers Increased Engagement Scores Increased Partnerships Increased Referrals Growth (top and bottom) Culture Change New Business

Happy Employees = Happy Customers

Follow up Michael.Harkness@Electrosonic.com Marybeth.McMenemon@Electrosonic.com