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Preface Richard Roos, Chief Operating Officer

Each year when I start reading the first draft of the WOW Book, I always wonder how we are going to top the prior year. As in past years, there was no need to worry. I was again amazed by the quality and depth of the stories from 2015 – it seems that every year the stories get more impactful. This is a great testament to our employees who have whole-heartedly embraced the goal of being a customer experience leader, and the challenge of raising the bar each year. Having read the 2015 WOW Book, I took a moment to go back to the original WOW Book from 2009 – the same year President Barack Obama was inaugurated! This original WOW Book was only 5 square inches and a total of 32 pages. By contrast, our 2015 version is 8 ½ x 11 inches and nearly 200 pages. It’s amazing to see how much Venterra employees have embraced our customer experience vision and continue to create touching, memorable and even life changing moments for our customers. We always knew the first book was just a start, but I don’t think any of us could foresee how much we have grown in our pursuit of being a customer experience leader. The 2015 WOW Book continues the important shift, started in 2014, to include a significant focus on the Employee Experience which is highlighted in the “WOWee” section. In hindsight, this was long overdue. The WOW Book had its origins in celebrating the customer experience, but we have always known that great customer experience starts with the organizational culture that we foster and having amazing employees. The WOW book is now a celebration of delivering great customer experience, our culture and of our employees who make it all possible – it just feels very right. I want to thank everyone who helped write this book with their heartfelt actions towards our customers and their fellow employees. It is awesome to be part of an organization where people care so much for others and are making such a positive impact in the lives of those around them. Thank you for being such an inspiration to me and all future Venterra employees. I hope you enjoy reading the WOW Book as much as I did – it is definitely really good stuff!

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WOW Matters, The Venterra Experience, 7th Edition