Welcome We are celebrating our 20 th Anniversary

Welcome • We are celebrating our 20 th Anniversary! • We are now Servi. Star Consulting! • What’s New? • People • Carla De Baldo, Performance Coach & VP New Markets • Rachel Neill – Social Media and Data Coordinator • Positions • CEO - Jen Kuhn • COO - Michelle Harrison • Offerings • Member Experience Culture Check Up – 20% Off

Welcome • What’s Upcoming • Subscription Service – Your gift 3 months free for all staff! • Looking for 10 Beta Test Clients • New LMS for Servi. Star Library 2. 0 • Improved ISS

Welcome • 2019 SUG • Denver? • Nashville? • Tampa?

Thanks to Our Sponsors Premier Sponsor and Host - Hughes FCU CUES – Carolyn Cereghino DDJ Myers –Dee. Dee Myers Go. Vision CRM – Liz Messner Member XP – Constance Anderson On. Board. Ability – Sean Yokley Profile Strategies – Lisa Chitty See. Everything – Greg Martin & Simon Spence • • • Presentation on See. Everything 4 -5 pm • SWBC – Loraine Catlett & Dee Metter

Important Information • Internet Password • Servi. Star • Food • • Sign Up Lists Need a team leader for each restaurant • Reception • 5 pm in The Eatrie • Restrooms • We need your topics for Round Table Discussions

What I’ve Learned • There is no aspect of Member Experience Development more important than: Employee Engagement

What I’ve Learned Gallup Research • 71% of employees admit that they are disengaged in the mission of the organization, • 70% of an employee’s engagement in work is directly attributable to the employees’ immediate supervisor. • The most often provided reason for this disengagement is ineffective management. • 65% of MANAGERS are not engaged in their work! • One in two employees have left their job to get away from their manager at some point in their career. • Employees who are supervised by highly engaged managers are 59% more likely to be engaged than those supervised by disengaged managers.

What I’ve Learned Your Members Will Never Love Your Credit Union Until… Your Employees Love It First!