Top elements of a successful customer experience strategy

With an increasing number of consumers as comfortable buying cars online as they are ordering groceries or booking travel, lenders must design an auto finance process that centers on customer experience. That’s the upshot from the latest webinar hosted by Auto Finance Excellence. Tune in to the complete recording of the webinar here. In this Auto Finance Excellence […]
  • Nicole Casperson
  • September 30, 2019
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5 questions with… TFS’s Carrie McNamara

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. Eighteen years at Toyota Financial Services has taught Carrie McNamara, national manager of consumer and dealer experience, that each hurdle encountered also represents an opportunity […]
  • Joey Pizzolato
  • September 18, 2019
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How to leverage data and analytics to enhance the customer journey

It’s no exaggeration that the data revolution has transformed just about every industry. How data can be analyzed and used to improve business outcomes is virtually limitless. Properly harnessed, data can help find and rate new opportunities, streamline workflows, identify and reduce risk, predict future trends, and enhance employee engagement. Another big opportunity is improving […]
  • Mark Baltuska
  • August 7, 2019
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How different insurance options impact customer experience

When buyers sign the paperwork for a vehicle purchase, they probably breeze right past the part where they promise to maintain proper insurance. The vast majority have every intention of staying insured, and buyers simply scribble a signature and move on. Other than questioning an up-front insurance charge they weren’t expecting, they may not give […]
  • Mark Baltuska
  • July 1, 2019
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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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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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How Staying Compliant Improves Customer Experience

There are many good reasons for a financial institution to comply with current lending regulations. Nobody wants to pay hundreds of thousands of dollars in fines or earn a reputation as someone who takes advantage of consumers. Not least of all, good lenders feel an ethical obligation to follow the law and treat customers fairly, […]
  • Lynn Hess
  • March 18, 2019
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How Personalization Leads to a Better Borrower Experience

Welcome to the personalization revolution. Generic campaigns and mass-market offers are approaching obsolescence as marketers in all industries, including financial services, find that highly targeted and customized content based on sophisticated data analytics and tailored to a prospect’s demographics, preferences, and past behavior are the keys to success. Now, 85% of customers expect personalized content […]
  • Lynn Hess
  • February 27, 2019
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State National Companies Signs On as Customer Experience Partner for Auto Finance Excellence

Auto Finance Excellence, a sister service of Auto Finance News, is proud to announce State National Companies as the official Customer Experience sponsor. State National, a division of Markel Corp., has been in business for more than 45 years and is a specialty provider of collateral protection insurance. In its lender services segment, the company […]
  • Nicole Casperson
  • February 15, 2019
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