1. INSURANCE | INVESTMENT | SAVINGS | BANKING THE CUSTOMERS MOST TRUSTED PARTNER Carlton Hood, Old Mutual

2. INSURANCE | INVESTMENT | SAVINGS | BANKING CREATING A SHARED CULTURE THAT IS TRULY CUSTOMER FIRST 2 Five key tools kick-start culture change supported by strategic marketing Three enablers embed the change The aim is to create winning propositions for our customers 3. INSURANCE | INVESTMENT | SAVINGS | BANKING OUR BRAND IN OUR WORLD The Brand Promise Enabling positive futures is a promise we make to our customers. It must be true, distinctive, and compelling. 3 4. INSURANCE | INVESTMENT | SAVINGS | BANKING WEALTH CREATOR 4 Global Hero Peter Sandhurst PLAY AUDIO 5. INSURANCE | INVESTMENT | SAVINGS | BANKING EVP: EASY VALUED PEACE OF MIND 5 Its the way we do things around here As a customer, you want to feel like youre not just another number. We should be able to get our customers from A to B without barriers being put in our way. Making customers feel that were competent, that were responsible enough to handle their money. SHOW VIDEO 6. INSURANCE | INVESTMENT | SAVINGS | BANKING FEEDBACK LOOPS 6 7. INSURANCE | INVESTMENT | SAVINGS | BANKING CULTURE. CUSTOMER METRICS WM Customer Metrics Operational NPS 7 accountability 4499 4(R) brand image 4449 3(O) being the best 3359 3(O) aiming high 3333 3(O) customer/client interests first 3293 6(R) achievement 3170 3(I) customer/client satisfaction 3131 2(O) integrity 3082 5(I) cost reduction 2982 1(O) commitment 2898 5(I) brand image 5273 3(O) accountability 4703 4(R) customer/ client interests first 4697 6(O) tamwork 3784 4(R) customer/client satisfaction 3715 2(O) aiming high 3464 3(O) commitment 3229 5(I) cost reduction 3101 1(O) diversity 2980 4(R) being the best 2878 3(O) OMEM Current Culture Values 2011 2012 comparison 2011 2012 -17 24.3 2011 Actual 2012 Actual 8. INSURANCE | INVESTMENT | SAVINGS | BANKING COMMUNICATION IS KEY Powering customer centricity through culture change 8 A consistent flow of communication is key to changing a culture. The mark of success of the 5 key tools is embedding them in the business. The enablers that will turn these tools into action are: Regular flow of communications Customer proof points Employee engagement interactive workshops Customer Focused Induction training Customer intranet site Management behaviours Recognition programmes that reward customer centric behaviour SHOW VIDEO