How Lenders Can Reduce Friction in the Auto Sales and Finance Journey

No matter what the industry, product, or service, consumers take a “sales journey” along the path to purchase. From the first step to the last, a customer’s sales journey is the total picture of every experience a customer has with a company or brand. Each touchpoint or individual interaction between the customer and the company, […]

• Lynn Hess
• May 13, 2019
• Auto Finance Excellence, Features, Operations, Strategy

The Unexpected Effects of a Shrinking Sedan Inventory

The butterfly effect is the idea that what seems like a small change in a system can lead to larger or even totally unexpected results. Today, the auto industry is experiencing an imbalance in inventory as a result of OEMs pulling back production on sedans to build more trucks and SUVs. How might the butterfly […]

• Lynn Hess
• April 15, 2019
• Auto Finance Excellence, Operations, Strategy

Customer Service Hinges on Personal Connections, Chase Exec Says

WASHINGTON, D.C. — Personal connections and leading with purpose are the cornerstones to helping “customers make the most of their money, so they can make the most of their lives,” Thasunda Brown Duckett, chief executive of consumer banking at JPMorgan Chase, said at CBA Live last week. Duckett, who previously served as chief executive of […]

• Joey Pizzolato
• April 12, 2019
• Auto Finance Excellence, Operations, Strategy

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
• Operations, Sales & Marketing, Strategy, Update

The Value of User Experience When Managing Risk

Much has been written about the rise of machine learning and artificial intelligence and how it will impact the auto lending industry. While there has been a significant amount of hype, the promise of artificial intelligence is simply game changing. The most obvious application is that thinking machines will be able to assess risk and […]

• Aclaro
• January 23, 2019
• Sponsored

How Lenders’ Response Time Influences Dealer Relationships

Automotive OEMs rate vehicle performance by the time it takes to go from zero to 60 in seconds. This is a measure of energy conversion – fuel, spark, movement. While this is a mechanical situation, a comparison can be made to business response times. While fuel is a potential auto loan customer, the spark is […]

• EFG Companies
• December 21, 2018
• Sponsored

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 & Mobility, Operations, Sales & Marketing, Technology

2019 Crystal Ball: Competition, Direct Lending, and Customer Experience

According to the Credit Union National Association (CUNA), “69% of credit union auto loans originate through the indirect channel, and only 5% of those indirect members use additional credit union products.” Once the indirect loan has been paid off, it is challenging for the lender to extend the customer relationship. Any future engagement is with […]

• EFG Companies
• December 7, 2018
• Sales & Marketing, Sponsored