FY09 TS Tactical Summit

Customer Engagement: Imperatives

Revolutionize customer service globally to achieve consistent excellence.

Become indispensable in the technology supply chain through the development

of virtual communities.

Take cost (time and resources) out of customers’ businesses thru process enhancements and the integration of back-office IT systems.

Generate end-user opportunities for our customers by leveraging Avnet’s

intellectual property in high-value solution areas.

Customer Service

Indispensable

Cost Removal

Grow Customers’ Business

80% of our Customers

“Truly Loyal”

# of Partners in Virtual

Community Participation

# of Partners LeveragingPractices

Rev Growth >Market Growth

COMPANY CONFIDENTIAL

Customer Engagement Workshop

Charlie TombazianVP, Voice of the Customer

Office

FY09 TS Tactical Summit

Customer Engagement Vision

Triage &Reporting

Systemic ResolutionOf Common Problems

Customer Engagement Strategy And Business Alignment

FY09 TS Tactical Summit

TSA Customer Engagement Highlights FY08

Customer Loyalty Process Improvements and Results► 72% / 60% more respondents / accounts in FY08► Consistent improvement in Truly Loyal % Q2-Q4► Hot Alert Process became “closed loop”

Hassle Free Program► Returns Empowerment (new policy, process and training)► Delivery Notification (auto-notification of sales person when ship commit date changes)

VOC Program Office Launched Nov 2007 ► Central team for gathering, analyzing, and responding to customer input

Customer Advisory Councils ► Fully engaging 125 customer representatives 2-4 times per year► Cataloging for best practices leverage

FY09 TS Tactical Summit

TSA Customer Engagement For FY09

Customer Loyalty Process Improvements► Weighting by Respondent Job Function► Top Two Box and Leader vs. Laggard Metrics become top KPMs► Hot Alert Process Tracking Improved through PIR Tool Leverage

Hassle Free Program Continued► Phone System and Process Improvements to increase Availability and Responsiveness

of Inside Sales Reps► World Class Customer Service Training to be rolled out to all employees in Region

Customer Segmentation Transforms Business Model ► Treating all customers fairly, but differently leads to better meeting customer needs,

allocating resources, prioritizing work, and setting proper service levels Customer Advisory Councils Break Down Silos

► Move to one TSA Operations Advisory Council with supplier breakouts

FY09 TS Tactical Summit

The Transformative Work To Be Done

Developing and prioritizing tactics aimed at changing the way we currently design, deliver and measure customer solutions.

FY09 TS Tactical Summit

Customer Engagement: SPACE Simplify— Reduce the complexity and you add significant value

Push— Being proactive adds significant value because customers don’t waste time trying to figure out what and how to ask for things

Accelerate— Decide, inform, respond, solve much faster than you currently do. Speed saves money as long as effectiveness is there as well

Connect— Connect customers with opportunities, information, and other partners, suppliers, and vendors in as efficient a manner as possible

Educate— Continually educate customers on Avnet’s offerings and Supplier programs and policies. Customers want to benefit from our knowledge and experience in customer service, sales, finance, and operational excellence in addition to technical/product