Protecting Our Reputation is Everybody’s Job The AAA brand is directly linked to our reputation

AAA’s Reputation is One of our Most Valuable Assets Why our reputation so important? People associate the AAA brand with service, assistance, and expertise Failing to meet our customers expectations can damage to our reputation Reputational damage can lead to loss of revenue, loss of brand value, decreased financial performance, and difficulty retaining talented workforce Reputation impact: An event’s effect on reputation can be positive or negative: Reputation opportunity: The company exceeds expectations and its reputation is enhanced. Reputation risk: The company falls short of expectations and its reputation is damaged We all have a role to play in building and protecting AAA’s great reputation

Reputation Risk Arises from Other Business Risks Sources of Reputational Risk Ethical breach Financial impropriety Cyber/data breach Business disruption Poor products and services Other AAA clubs or companies in the AAA Federation Poor communication Third party vendors Regulatory issues Member or policyholder complaints Social media (going viral) Traditional media

We Can All Influence AAA’s Reputation What You Can Do: Live our values in your day-to-day work Be cyber-savvy Take compliance courses and understand your responsibility to protect the AAA brand Make positive reputational impacts in your community by representing AAA in volunteer events and other positive ways Provide the great service that AAA members expect and deserve If you see something that appears to be unethical, report it to your manager or ethics/compliance department so that it can be investigated Do not speak to reporters before you consult with your public relations department Inform your social media representatives if you see media posts referring to negative experiences with AAA Share AAA’s social media posts on your personal social media