JOHN KONKEL DIRECTOR GM Global Retail In-Vehicle Technology

In-Vehicle Technology

Siri Android Auto 4G LTE OnStar Smartphone Android Google ParkAssist Bluetooth Vehicle Health Diagnostics Service/Status Alerts 4G LTE Built-In Apps Touch Screen Heated Seats Heat/Air Conditioning Controls Voice Recognition Low-speed Collision Avoidance OnStar Siri Park Assist Automatic Parking System Android Blind Spot Warning Radio Lane Keep Assist ParkAssist Multimedia Controls Factory Installed Navigation Smartphone Adaptive Cruise Control Apple CarPlay Customization/Personalization Voice to Text Cooled/Ventilated Seats Massaging Seats Android Auto Apple Heads-Up Display Instrument Cluster Menu Smartphone Navigation Vehicle Interface Google Rear Seat Entertainment System

2005

2013

“ …the auto industry will change more in the next five years than it has in the last 50. ” Mary Barra Chairman and CEO, General Motors

In-Vehicle Technology is the Top Selling Point for 39% OF AUTO BUYERS 74% OF MILLENNIALS Say a car MUST HAVE INFOTAINMENT TECHNOLOGY in order for them to consider it

OUR STRATEGIC PRIORITIES EARN CUSTOMERS FOR LIFE GROW OUR BRANDS LEAD IN TECHNOLOGY AND INNOVATION DRIVE CORE EFFICIENCIES CULTURE TO WIN

Buick-GMC VIP Immersion 5/19/2016 Question: It sounds like GM also wants a better partnership with retailers as it approaches all these changes. Answer: Absolutely, I see our dealer network as a tremendous benefit. The vehicle is only getting more and more complex. People buy smartphones, and they make their appointment to go spend time at the Genius Bar. Think about how complex your vehicle is, and it's going to get more so. What's better than to have that relationship with a local person who can teach you? I spend time with a lot of dealers. They get it, and they want to be a part of it.  “WE CAN LEAD AND DISRUPT OTHERS” In-Vehicle Technologo

The Transformation Dilemma Buick-GMC VIP Immersion 5/19/2016 The Transformation Dilemma TECHNOLOGY CHANGES EXPONENTIALLY RATE OF CHANGE ORGANIZATIONS CHANGE LOGARITHMICALLY TIME In-Vehicle Technologo

The Transformation Dilemma Buick-GMC VIP Immersion 5/19/2016 The Transformation Dilemma TECHNOLOGY CHANGES EXPONENTIALLY RATE OF CHANGE ORGANIZATIONS CHANGE LOGARITHMICALLY TIME In-Vehicle Technologo

The Transformation Dilemma Buick-GMC VIP Immersion 5/19/2016 The Transformation Dilemma TECHNOLOGY CHANGES EXPONENTIALLY RATE OF CHANGE ORGANIZATIONS CHANGE LOGARITHMICALLY TIME In-Vehicle Technologo

The Transformation of the Organization Transactions Relationships Driven by price One-way communication Short term, focuses on immediacy rather than intimacy Win their hearts / win them forever Develop connection, understand preferences, deliver experiences Longer term focus / loyalty

Dealership is Key! The customer needs to be shown the technology to appreciate its value An in-dealership technology expert brings this technology to life for the customer

ASHLEY CLARK Lead Connected Customer Specialist

Live Demonstration Owner Center – my.chevrolet.com myBrand App Basic Plan

Owner Center Demo

Mobile App Demo Merge best capabilities of OnStar RemoteLink mobile app and myBUICK and myGMC owner apps for one cohesive app

OnStar Basic Plan

OnStar Basic Plan Key Fob AtYourService Remote start/stop Remote lock/unlock  Destination Download Advanced Diagnostics DMN Smart Driver Low Mileage Discounts AtYourService Schedule Service Preferred Dealer

Customer Benefits Eligible Vehicles: 2006 – 2010 MY vehicles receive “3 Months On Us” 2011 – 2016+ MY vehicles receive “3 Months On Us” + 3 Year Basic Plan 4GLTE equipped vehicles receive 3g of data with their trial This is a value of over $100 the customer receives FREE with the activation of their vehicle! Surprise and delight your customers!

Service Lane Opportunity earnPower reactivation incentive program expanded to all dealership employees Dedicated OnStar field team deployed to assist dealers in activating dormant service customers Upcoming Service Coupon “Winback” Program

Dealer Benefits Activating the 3 month trial & 3 year Basic Plan on dormant service lane customer vehicles will increase DMN leads Each DMN opt-in is worth $1,200 in customer pay R.O. value over the 3 year basic plan period Provides the opportunity to “Winback” customers who have not visited the service department in the last 12 months Service BDC can utilize the available manifest list to drive customers back to the service lane Wow customers with 3 years of Brand App key fob services at no charge

Our Three-Pronged Approach Connected Customer Specialist 1 Connection Center 2 Dedicated Delivery Coordinator 3 Create both a customer-centric and technology-centric culture within the dealership!

Connection Center Please place image in proper format.

AN “OWNER” OF THE TECHONOLGY IS KEY Buick-GMC VIP Immersion 5/19/2016 AN “OWNER” OF THE TECHONOLGY IS KEY A “Dedicated Delivery Coordinator” supports the sales process and the “sales to service handoff”… After the test drive At delivery Re-delivery Technology Clinics Service Lane In-Vehicle Technologo

Video: Dedicated Delivery Coordinator Buick-GMC VIP Immersion 5/19/2016 Video: Dedicated Delivery Coordinator In-Vehicle Technologo

Video 1 – view here

Value of a DEDICATED DELIVERY COORDINATOR Buick-GMC VIP Immersion 5/19/2016 Value of a DEDICATED DELIVERY COORDINATOR Monetizes the potential Uses actual dealer inputs Calculates opportunity costs Calculates revenue opportunities Provides compensation framework In-Vehicle Technologo

Technology Customer Clinics Educate owners about their in-vehicle technology Ensure every customer understands how to operate their in- vehicle technology Leverage the Connection Center to keep team members and customers connected to in-vehicle technology

Video: Customer Technology Clinics Buick-GMC VIP Immersion 5/19/2016 Video: Customer Technology Clinics In-Vehicle Technologo

Video 2 – view here

Buick-GMC VIP Immersion 5/19/2016 How We Will Win GM is leading with new in-vehicle technology – TODAY We need to transform our organizations to deliver this technology to our customers – NOW Dedicated delivery coordinator plays a key role in technology usage and building the customer relationship Demonstrating technology increases usage and value Connection Center is an effective demonstration tool Build “sales to service handoff” Digital Showroom Immersion

Q&A

KELLY O’NEILL SENIOR MANAGER Certified Service Customer Care and Aftersales

Hosting Car Care Clinics to Boost Customer Loyalty

Service Engagement Drives Sales Retention YOUR service customers are 2x more likely to BUY ANOTHER VEHICLE from you! It costs 10x more to attract a new buyer than it does to RETAIN AN EXISTING ONE

Drive for Knowledge – Vehicle Care Seminar Opportunity: Present vehicle care and routine maintenance knowledge during “goodwill” dealer event Focus: Empower customers with vital vehicle care knowledge. Create confidence in the service department and behind the wheel Primary Audience: Current vehicle owners (BNSR) Customized “Drive for Knowledge” Clinic Materials: First class direct mail – Epsilon Quick Strike Optional follow up email via eStrike Manifest Lists CSSR Playbook integration Live agent reservations & reminder calls *optional Customer premium Dealer event implementation guide Participant guide

Comprehensive Event Planning Epsilon program execution Event enrollment to post-analytics Epsilon Dealer Marketing Consultant support to reach specific customers 100% CUSTOMIZABLE Customer premiums BDC Integration Customer appreciation follow-up

Drive for Knowledge - Event Timeline 3-5 Weeks 2 Weeks 1 Week Week Of Event 1 week Post Event Contact Epsilon to place clinic order Dealer selects invite list Direct mail invitations drop Optional inbound RSVP calls managed by Epsilon Execute eStrike email follow-ups (optional) Receive customer premiums Execute eStrike email follow-ups (if preferred) Manifest list provided for customer follow-up Send Customer “Thank You”

5% increase in customer retention can lead to a 25-100% increase in profit ______________________________________________________ - Fred Reicheld The Loyalty Effect

LORI WILLIAMS Epsilon

Key themes driving success in the mobile future Disruption Innovation Velocity Agility

Key themes driving success in the mobile future Disruption Innovation Velocity Agility

Women are considered fastest growing consumer segment

40% +60% 3/4 Say they feel misunderstood by car marketers Of women Of the +16m cars and trucks sold were purchased by women Of women make the final decision in new car purchases $300bn Women spend on vehicles and maintenance and are cited as the “engine of the auto economy” +4% +64% Per year Up 4% from a year ago and women car buyers are rising Of Millennials women(aged 18-29) bought a car or truck in the last 12 months

Marketing to the Individual level versus an entire segment Market to the Individual, Not just Marketing to Women Appealing to women goes beyond using a picture of a woman on your website or using the term “female-friendly” in copy. Effective marketers use data and relationships to have a conversation with an individual Creating a Service Experience Majority of women surveyed in a JDPower study stated they felt they weren’t receiving a fair deal when getting a car serviced. Creating an experience that includes digital coupons, education and advising on service recommendations Majority of women surveyed in a JDPower study stated they felt they weren’t receiving a fair deal when getting a car serviced. Creating an experience that includes digital coupons, education and advising on service recommendations Embrace the Digitally Empowered 80% of consumers will use multiple devices to research a vehicle purchase and often the first touch point is a company’s mobile website. Consumers will spend an average of 10 hours researching a car purchase and comparing options so it’s important to reach and meet digital consumer’s expectations

Video 3 – view here

EVOLUTION/CSSR