Digital self-service in banking is not about customer service, but rather, customer engagement — or at least it should be. That’s the upshot from the latest webinar hosted by Center for Auto Finance Excellence entitled Digital Lending for Auto Finance: What Do Customers Really Want?
“Although attracting and retaining customers is paramount,” said Josh Smith, senior product manager at Fiserv Lending Solutions, “finance service providers also have to engage with customers the right way — within the applicable legal regulations — and do it all efficiently, to maintain profitability.”
Smith was joined by Jerry Searfoss, area sales manager for Ferrari Financial Services, to impart advice on how best to provide consumers with the same distinctive and personalized self-service experience for financing, that they have when shopping for a luxury product — digitally.
“At the LA Auto Show, one of the biggest focuses was the manufacturing of the digital automobile, so it’s just a natural flow for those of us on the other side [financing], to get involved in the digital world,” Searfoss said. “So I think it’s very important for us to figure out how we’re going to approach it and how we’re giving our customers what they’re looking for in this area.”
This webinar is the last in our four-part, 2016 series of webinars and is presented by the Center for Auto Finance Excellence through the generous support of Fiserv and DataScan. A complete recording of the webinar, with further advice from Smith and Searfoss, can be found here:
