Engaging Employees to Deliver Customer Value and Improved Business Results by Janet LeBlanc 3rd Customer Engagement and

2. Today�s Agenda Understanding Canada Post and How we Identify Customer Needs Linking End-to-End Customer Experiences to Employee Performance Converting Customer Value into Action Maintaining Employee Engagement

3. Understanding Canada Post: Our Network We serve 32 million consumers through nearly 7,000 post offices and online services Revenue of almost $7 billion annual revenues 73,000 employees serving 200,000 commercial customers Over 40 million messages, mail, and parcels delivered each day to 14 million physical addresses � a number that increases by 240,000 addresses annually

4. Understanding Canada Post: Our Lines of Business

5. How does a company whose core products and services are under attack and becoming marginal stimulate business growth? What motivates employees to move from an internal focus to finding a real connection with the customer? More importantly, how can a company use the customer to drive transformation and growth?

9. Identifying Customer Needs: Our Measurement Scale

10. Linking End-to-End Customer Experiences to Employee Performance: Our Scorecard

11. Converting Customer Value into Action

12. Converting Customer Value into Action

13. Converting Customer Value into Action

14. Converting Customer Value into Action

15. Maintaining Employee Engagement: Our Success Because you are the link between Canada Post and our customers, you have a valuable and unique perspective of our products, services, and processes. You know what works well and what needs to be improved. In the upcoming months, I invite you to visit the Customer Value Management Idea Centre website and submit your ideas for change that will improve the customer experience, focusing on ways to make Canada Post easier to use, smarter and more timely in our service offering. Stay tuned to the Intr@post for more details. Note: Will be launched Q2 2007 Because you are the link between Canada Post and our customers, you have a valuable and unique perspective of our products, services, and processes. You know what works well and what needs to be improved. In the upcoming months, I invite you to visit the Customer Value Management Idea Centre website and submit your ideas for change that will improve the customer experience, focusing on ways to make Canada Post easier to use, smarter and more timely in our service offering. Stay tuned to the Intr@post for more details. Note: Will be launched Q2 2007

16. Maintaining Employee Engagement: Our Success

17. Customers are reporting significant improvements in overall quality of our claims process�a 17% improvement in customer perceptions of quality within 6 months. Customers with a claim are contacted 25% quicker, cases are resolved 20% faster, and claims cases resolved on the first call increased by 50%. Revised policies, improved customer service agent scripts, and empowered agents who can now pay claims at first point of contact were implemented.  Maintaining Employee Engagement: Our Success

21. Understand how our company creates value for customers in order to stimulate business growth Link end-to-end customer experiences to employee performance Drive business strategy, product design, process improvement, performance management Transform corporate culture Achieving Success: In Conclusion