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Tag Archives: customer engagement

CarMax Eyes East Coast Expansion for Omni-Channel Buying Experience

CarMax Inc. has set its sights on an East Coast expansion as it rolls out an omni-channel buying experience that debuted in Atlanta last month, Mike Farris, chief operating officer of CarMax Auto Finance, told Auto Finance News. Next in line will be the Midwest and then the West Coast, he added. CarMax’s omni-channel offering […]

Bianca Chan
January 30, 2019
Risk Management, Sales & Marketing, Update

Reinventing Loyalty: 4 Companies Transforming the Customer Experience

From the December issue: Customer experience is seen as the key to attracting and retaining consumers in an increasingly digital world. Unfortunately, providing quick and easy interaction has not been auto financing’s strong point. Historically, car buyers have been left feeling overwhelmed with paperwork, confused by ancillary products, and exhausted from negotiating price options. However, […]

Nicole Casperson and Monica Melton
December 11, 2018
Features, Innovation & Technology, Risk Management, Sales & Marketing

How USAA Is Improving Experiences for Members [VIDEO]

USAA has specific objectives around customer service and simplifying the consumer-facing loan application process. The bank’s priorities heading into 2019 are to continue to provide an end-to-end digital experience for members to find and finance cars. “As a direct lender, we facilitate the process from research to enabling that member to apply online, decisioning that […]

Monica Melton
November 6, 2018
Auto Finance Summit, Innovation & Technology, Risk Management, Sales & Marketing, Videos

Participation Points: Why Servicers Should Encourage Borrower Engagement

Customer engagement is a hot topic, with many companies now adding “customer experience” directors and other such roles to their ranks. But what does it mean to “engage” a borrower? In basic terms, engagement describes participation. But, for loan servicers, that means interacting with the borrower on their terms. With the right tools and resources, […]

State of the subprime auto lending market

Working in the subprime auto lending market, the tendency is to focus on the threats and opportunities that are directly in front of us. We zone in on our specific subprime auto portfolios and do our best to obtain the highest risk-adjusted returns. Ultimately, it is easy to get stuck in the weeds rather than […]

Why low balance letters are not working

Regardless of the industry, there comes a time when certain business practices are followed even though they aren’t the most efficient or most profitable. The legendary Rear Admiral Grace Murray Hopper, a pioneer of computer programming, used to say that the most dangerous phrase in any language is, “We’ve always done it this way.” The auto […]

Aclaró releases EcoSystem 3.0, adds new board member

Aclaró, which provides disruptive technologies to the automotive, financial and government sectors, has released Aclaró EcoSystem 3.0 (ES 3.0), a game-changing toolset for vehicle purchasers, lenders and dealers, and added a new member to its board. With these announcements, the artificial intelligence software company continues the rapid advancement toward its overarching mission of helping lenders, […]

Compliance considerations when buying and selling customer leads

As an auto lender, you’re likely aware of the due diligence required when purchasing consumer leads. Lenders must exercise the same diligence when referring — or selling — declined leads downstream. Purchasing customer leads via referral programs has adapted as technology has allowed online lenders to communicate instantaneously with potential customers. Due to the nature […]

An inside look at 2 new credit scoring models

Ever since the concept of loaning money was conceived, lenders have been trying to find the ideal way to predict who will pay them back and who will default. Over time, methods for evaluating the likelihood of borrower repayment progressed from individual human judgment calls to more objective credit bureaus and reports. Today, scores often […]

Tech Partnerships Help Drive Digital Transformation in Auto Finance

Aclaro, a company that develops tools for companies in the automotive industry, recently announced game-changing news that validates its mission of helping small, scrappy dealerships compete with larger competitors. As part of its efforts to deliver five-star service for its clients, Aclaro joined the Microsoft Partner Network, allowing the company to continue building its business […]

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Tag Archives: customer engagement

CarMax Eyes East Coast Expansion for Omni-Channel Buying Experience

Reinventing Loyalty: 4 Companies Transforming the Customer Experience

How USAA Is Improving Experiences for Members [VIDEO]

Participation Points: Why Servicers Should Encourage Borrower Engagement

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