USING DATA-DRIVEN INSIGHT TO BUILD LOYALTY AND ADVOCACY

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1 USING DATA-DRIVEN INSIGHT TO BUILD LOYALTY AND ADVOCACY

2 Data- Driven Insight Building Loyalty & Advocacy in the Automotive Market / 02 Using Data-Driven Insight To Build Loyalty and Advocacy in the Automotive Market trust alignment commitment Automakers are continuously looking for ways to differentiate their shopping, buying and ownership experiences from those of their competition in a manner that s relevant to the specific positioning and value propositions of their respective brands. The challenge is to identify which current and planned efforts are most valued by their shoppers and owners, and most importantly, which efforts have the greatest potential to impact loyalty and advocacy. Aimia provides the insight to help automotive brands make these critical decisions. We have a team of strategists, research professionals and analysts with decades of experience in the automotive marketplace. And we have several tools that uncover actionable insight. TRUST ALIGNMENT COMMITMENT Strong Relationships = Strong Business Results The RSx insight tool is based on the premise that relationship strength can be measured. It concludes that strong relationships are based on trust, alignment and commitment: > Trust A belief that the brand has the best interests of the customer at heart and can be depended upon for respect, openness, tolerance and honesty > Alignment A two-way affiliation resulting in a rewarding experience that meets the mutual expectations of the brand and the customer > Commitment An enduring emotional attachment to the relationship We utilize RSx to measure the strength of the relationship your brand has with its customers, allowing us to quantify which of your current shopping, buying and ownership touchpoints are most (and least) meaningful. The tool is also built in a way that allows us to use structural equation modeling to illustrate how your specific customer touchpoints are impacting their repurchase intention, service loyalty and propensity to become advocates for your brand.

3 Data- Driven Insight Building Loyalty & Advocacy in the Automotive Market / 03 Insight provided by RSx and the aimia strategy team RSx has been developed and refined by Aimia over the past 13 years and has been used across a number of industries including automotive, high tech, telecommunications, airlines, financial and consumer goods. When employed by our team, it provides a multi-layered look at the quality of relationships brands have with their owners and provides actionable insight on a number of levels. Level 1 Base Data Repurchase Intent, Net Promoter Score and Competitive Standing Level 2 Relationship Strength RSx (Relationship Strength) Score and Competitive Standing Level 3 Deeper Competitive Insight Trust, Alignment & Commitment Measures and Competitive Standing Level 4 Key Relationship Drivers Actionable Insight & Recommendations Roles that Specific Shopping, Buying and Ownership Touchpoints Play in Loyalty and Advocacy Intent Concepts for Creating Strong Relationships and Increasing Loyalty & Advocacy Driven by the Data and Our Deep Understanding of the Automotive Business Real-World Application We have empowered dozens of brands with the insight to increase sales and service loyalty. Examples to-date include: > We worked with a multi-brand manufacturer in North America to identify the key expectations that contemporary consumers had of their brands. We then conducted RSx studies by surveying their owners (as well as their competitors) to determine to what extent these expectations were being met and to provide insight as to which future innovations in the shopping, buying and ownership experiences could most impact loyalty and advocacy. > We tackled an effort with a medium-sized brand in the North American market to identify to what extent their products, their dealership experiences and their CRM programs impacted loyalty and advocacy intention. The new wisdom led to noteworthy changes in owner communications, driving heightned levels of loyalty. > We identified a brand in the Middle East to have a deficit in terms of how customers felt they were treated differently in the sales and service processes. As a result, new processes were put in place to provide a more holistic approach to customer handling across sales and service.

4 Data- Driven Insight Building Loyalty & Advocacy in the Automotive Market / 04 automotive credentials DRIVE SALES, BUILD Aimia knows Automotive We have provided loyalty BRANDS services to automotive clients for over years. Aimia knows Automotive. We have been providing for over years. BRANDS 50 BRANDS We ve worked with auto brands in the last years 50 We ve worked with auto brands in the last years 90% 50-year history in automotive event management including three of the largest owner loyalty events in history We ve helped brands communicate with more than 90 percent of North American Dealers We ve helped launch more than 150 vehicles W 500K 500K We ve helped launch more than 150 vehicles We ve trained over 500,000 We ve dealership trained employees over 500,000 dealership employees Interested in learning more? business-development.us@aimia.com aimia.com Aimia Inc. All Rights Reserved.

5 Data- Driven Insight Building Loyalty & Advocacy in the Automotive Market / 05 Let s Talk Are you a member of your brand s sales or marketing team? Are you one of the growing numbers of customer experience managers in the industry? Or are you an advertising or CRM executive looking to revamp your client s relationships? If so, let s talk. We d love to roll up our sleeves and get to work reviewing and analyzing your customer touchpoints. We can ensure that they reflect your customers wants and needs. We can inspire them to be loyal. Let s get started. Contact us at aimia.com. About Aimia Aimia Inc. ( Aimia ) is a global leader in loyalty management. Employing more than 4,300 people in 20 countries worldwide, Aimia offers clients, partners and members proven expertise in launching and managing coalition loyalty programs, delivering proprietary loyalty services, creating value through loyalty analytics and driving innovation in the emerging digital, mobile and social communications spaces. Aimia owns and operates Aeroplan, Canada s premier coalition loyalty program, Nectar, the United Kingdom s largest coalition loyalty program, Nectar Italia, Italy s largest coalition program and Smart Button, a leading provider of SaaS loyalty solutions. In addition, Aimia owns stakes in Air Miles Middle East, Travel Club, Spain s leading coalition loyalty program, Club Premier, Mexico s leading coalition loyalty program, China Rewards, the first coalition loyalty program in China that enables members to earn and redeem a common currency, Think Big, the owner and operator of BIG AirAsia and Tune Group s loyalty program and i2c, a joint venture with Sainsbury s offering insight and data analytics services in the UK to retailers and suppliers. Aimia also holds a minority position in Cardlytics, a US-based private company operating in card-linked marketing and Fractal Analytics, a provider of advanced analytics. Aimia is listed on the Toronto Stock Exchange (TSX: AIM). For more information, visit us at aimia.com.