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 […]
  • Nicole Casperson
  • June 27, 2019
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SNAAC Reveals How a Customer-Centric Strategy Can Mitigate Losses

As delinquencies rise and an economic downturn looms, limiting credit risk and mitigating losses are top of mind for many auto financiers. “Delinquencies are up, losses are up, so what are we going to do to contain them?” Chris Mitcham, senior vice president of servicing at Security National Automotive Acceptance Co., asked the audience at […]
  • Bianca Chan
  • June 19, 2019
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Five Questions With… Kyle Birch of GM Financial

Five Questions With is a monthly Q&A segment on AutoFinanceExcellence.org that offers a glimpse of what senior industry executives are thinking about outside the boardroom. Read on to find out. As the Chief Operating Officer of GM Financial, Kyle Birch leads all origination channels and servicing in North America for General Motor’s captive finance arm. […]
  • Nicole Casperson
  • June 4, 2019
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Tricolor Uses Innovation, Technology to Drive Customer Experience 

At Tricolor Auto Acceptance, technology drives the goal of delivering seamless, sustainable financial products across dealerships and digital channels, President and Chief Operating Officer Don Goin told Auto Finance Excellence. “Our business strategy is hyper-focused on the customer experience relative to financial inclusion,” Goin said. “Part of this strategy is the prioritization of product development […]
  • Joey Pizzolato
  • May 17, 2019
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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
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Collectors, Consumer Advocates Face Off on Debt Collection Rules at Town Hall Meeting

PHILADELPHIA — Subject matter experts representing debt collection agencies and consumer advocacy groups had split reactions on changes to the Fair Debt Collection Practices Act proposed by the Consumer Financial Protection Bureau on May 7. “Back [in 1977], phone booths were on almost every corner, and the ubiquity of cell phones was not even imaginable,” CFPB Director […]
  • Joey Pizzolato
  • May 9, 2019
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Five Questions With… Craig Harter of BMO Harris Bank

Five Questions With is a monthly Q&A segment on AutoFinanceExcellence.org that offers a glimpse of what senior industry executives are thinking about outside the boardroom. Read on to find out. BMO Harris Bank‘s head of U.S. indirect lending Craig Harter takes the lessons learned from his 25-year auto finance tenure and his upbringing to keep him […]
  • Bianca Chan
  • April 30, 2019
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Chase Exec Outlines the Intersection Between Women, Marketing, and Auto Finance [Podcast]

Successful marketing hinges on knowing what consumers want — and part of that is knowing who your customers are. Women consumers are responsible for 65% of new-vehicle purchases and service work done at dealerships, Chase Auto Chief Marketing Officer Melinda Welsh noted in a recent blog post. As the number of females at the consumer […]
  • Bianca Chan
  • April 24, 2019
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Navy Federal to Strengthen Mobile App as Consumer Preference Evolves

Navy Federal Credit Union is looking to bolster its digital presence as members increasingly turn to online channels to finalize the vehicle finance process, company Consumer Lending Product Strategist Jennifer Felts told Auto Finance Excellence. In the first quarter of 2019, more auto loan applications came in via the credit union’s digital channels than its […]
  • Bianca Chan
  • April 19, 2019
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