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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Global Lending Services bets long-term success on direct business

Global Lending Services is in the midst of establishing a direct lending business, a move Chief Executive Steve Thibodeau calls “the next gear of [the company’s] growth engine.” While the Atlanta-based auto lender is keeping short-term aspirations in check — Thibodeau said he does not see the direct business as a significant driver of volume […]
  • Bianca Chan
  • August 28, 2019
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Auto Lenders Must Channel Their Inner Warby Parker

The growing popularity of direct-to-consumer business models like Warby Parker increasingly has implications for the auto finance industry. While the logistics of affording and purchasing a pair of eyeglasses is admittedly much easier than an automobile, the customer experience is highly relevant. This is especially true for subprime auto lenders where consumers are focused on […]
  • Daniel Chu
  • February 20, 2019
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Five Questions With… Renee Horne of USAA

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. Renee Horne, vice president of consumer lending at San Antonio, Texas-based USAA Bank since June 2016, leads a team responsible for providing its members’ great customer […]
  • Nicole Casperson
  • October 10, 2018
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Webinar to Explore Boosting Lending Through Online Engagement

Mobile technology has equipped buyers with more information and options than ever before, and it is common for buyers to look at financing terms before walking into the dealership. Since buyers frequently begin their journeys online, it is incumbent on direct lenders to start the relationship on the right foot, and for indirect lenders to […]
  • Phil Ryan
  • April 29, 2015
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4 Ways BofA’s Patents Portend the Future of Auto Finance

Quick quiz: How many patent applications were filed by Bank of America Corp., the 7th-largest auto finance company in the nation, in 2014? 97 3,145 251 14 No clue If you answered C, you were correct. (If you answered E, our sympathies.) A few of those 251 patent applications relate to auto finance, and they deserve some […]
  • JJ Hornblass
  • April 1, 2015
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Going Direct: How to Build a Direct Lending Business

Back in 2005, consumers visited 4.1 dealerships before buying their cars. They were often uncertain about trade-in values, and simply followed leads from newspaper ads or radio spots. But the convenience and accessibility of the web have sent much of the vehicle-buying process online.
  • Marcie Belles
  • October 28, 2014
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