Building and retaining customer loyalty in the digital age

Technology is playing a more prominent role in auto financing as car buyers increasingly look for lenders to provide digital options for communication and payment.

Today, customers expect content to relate to what they’re doing anytime, anywhere and on any device.

To that end, captive financier Nissan Motor Acceptance Corp. is meeting customer expectations with its online portal, text communications, and mobile computing applications.

“What we are looking at for the future is that online retail experience,” NMAC’s Colin Cooke, director of financial products, told Auto Finance Excellence. “We’ve recently partnered with a fintech company and we launched a pilot in the last couple of months with a few of our key dealers to learn how a consumer can go online and look for a [car] they are interested in, down to searching inventory and purchasing and financing from the comfort of their own home.”

In this episode of The Roadmap, AFE chats with Cooke about the captive’s latest partnership and strategies it has implemented to appeal to new customers online while keeping loyal customers in the fold.

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