There is a moments each day for every business where employees can make or break how a customer will feel about that business. Creating brand champions is about leveraging employees to make those connections positive each and every time.

1. EMPLOYEE ENGAGEMENT PLUGGING EMPLOYEES INTO THE BRAND CULTURE

2. RETHINK & REFOCUS Now is the time to

3. EMPLOYEE ENGAGEMENT How we define

4. E MPLOYEE E NGAGEMENT within our culture

5. EE depends on the organization and how you define it. To some organizations it relates to job satisfaction which really just reflects a transactional relationship and is only as good as your last bonus or perk. In the most successful companies EE is a result of the brand culture.

6. THE BRAND We need to get employees plugged into Source: Blessing White Survey on Employee Engagement and Gallup Poll Research | ©2011 STAR GROUP/M7M

7. THE CULTURE We need to get employees plugged into Source: Blessing White Survey on Employee Engagement and Gallup Poll Research | ©2011 STAR GROUP/M7M

8. WORK Brand culture directly impacts an organization ’ s…

9. ENVIRONMENT Brand culture directly impacts an organization ’ s…

10. OUTPUT Brand culture directly impacts an organization ’ s…

11. THE PEOPLE The basic resource in any company is

12. NO CULTURE Without the people there is

13. BRAND CULTURE Engaged employees make for a better

14. According to Gallup… BUT

15. 70% of all employees

16. NOT are actively engaged

17. $ 350 BILLION every single year which costs companies on average about

18. CULTURE? What is our

19. OUR PEOPLE With service brands like ours are the face of our brand

20. CREATE A STRONG Customer service is a clear opportunity to one-on-one brand experience for our guests

21. BRAND EXPERIENCE This guest service is directly tied to the by one or two people who represent the brand

22. FOR OUR GUESTS And deliver the brand ’s promised value that keep them engaged in the brand

23. OUR PEOPLE CREATE A STRONG BRAND EXPERIENCE FOR OUR GUESTS

24. SUPERSTARS! In fact, they are…

25. See Superstar Video

26. WE HAVE THE PROOF And we know it…

27. OUR BRAND CULTURE We must continue to foster

30. BRAND EVANGELISTS We need to engage our employees as

31. OUR BRAND PROMISE Let them be heard by delivering

32. ON-DEMAND CULTURE We have become an

33. EXPAND THE BRAND Offer them the resources in order to

36. Regular CEO-led meetings for all office & distribution centers AE Life – Intranet & quarterly e-magazine Regional store management meetings followed by “ Take it Back” meetings at the store level Customer First Communication Center provides for personalized goal setting, Promotional news and new product knowledge

38. Fun…REALLY FUN work environment All employees can be the voice of the company When the economy meant cutbacks, everyone participated In making the tough decisions Be a little weird.

40. Nuts about Southwest – employee blog featuring Brief articles/photos/videos by people throughout the company Feature a “Star of the Month” on the careers page Careers page also features quotes from employees and Day in the life of…video

42. TO CREATE BRAND CHAMPIONS? How do we leverage our engaged employees

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