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of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum
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Crises come in many forms, without warning, and can be devastating for any size business. A company’s ability to manage crises, specifically with a crisis response notification plan, directly impacts consumers’ trust and perception of their brand. In today’s digital world, consumers are more informed than ever before and consumer trust is what keeps businesses afloat. If that trust is broken or their needs are not met, consumers will take their business elsewhere. Companies cannot afford to lose customers. Research from Frederick Reichheld of Bain & Company, the inventor of the Net Promoter Score, shows that increasing customer retention rates by 5 percent increases profits by 25 percent.[1] When a crisis occurs, 90 percent of consumers are more forgiving of companies that have a response plan in place.[2] Despite that information, 51 percent of companies admit to not having a crisis response notification plan.[3] While crisis communication can be fairly reactive, it helps to have a crisis communication plan in place to make the process easier. Experian Crisis Response Management features a notification system, call center deployment, and crisis specialists to help companies build trust and confidence knowing that their consumers will be taken care of, which breeds customer loyalty. Our team of experts can help you develop a crisis response notification plan to reach out to your customers during any type of crisis. Here are five key steps to developing an effective crisis response notification plan Step 1: Define Your Objective Before you begin, you must first set a clear goal for your plan. This objective should include what the plan should accomplish, when the plan should be executed, and who needs access to the information being shared. For example, “This plan creates a communication structure with external stakeholders in the event of a crisis that affects the reputation of the company.” Step 2: Create a Contact List To ensure the crisis is well-managed, it’s important that all stakeholders are kept informed. Create a contact list of all employees, customers, users, partners, investors, media outlets, the government, and social media followers. Determine the best method of contact for each of these stakeholders (i.e., print mail, email, phone call, etc.) and include that in the contact list document. Step 3: Determine an Information Sharing Structure Depending on where a crisis originates and the threat level of the crisis, protocols may differ by scenario. To avoid confusion, form a hierarchy outlining how information should be shared within the company. Your hierarchy may begin with notifying the CEO, followed by the head of public relations or CTO. The plan needs to define what information should immediately be disclosed to each individual or team in the hierarchy, such as the source of the crisis and the protocols in place to handle the situation. Step 4: Prepare for Possible Questions and Concerns Customers will want answers and if you are not the one supplying them, they will search elsewhere to uncover the truth. Create a running fact sheet that documents the known information of the situation. This helps to prevent rumors or misinterpretations from spreading to media outlets, keeps all responses in alignment, and makes it easier to field customer questions. Step 5: Assess Your Risks Identify the risks you might face under each plan so that, if it does backfire, you’re prepared for any additional losses. By being prepared for this, you’ll be ready for anything that goes wrong with steps to recover faster. Fulfilling your notifications Once you have determined who will receive your crisis response notifications, it is time to fulfill your obligations. Ensure every access point is covered by creating a notification system with Experian for direct emails, call center processes, and a landing page users can go to for fast information. 1. Notification Options Notification requirements vary depending on the crisis at hand and your customers’ preferred method of contact. Some common examples include: Paper mailings Email notification Web announcement Phone calls You may also consider a multipronged approach, which includes email or paper notifications, supported by a website FAQ and a call center where consumers can get more information. 2. Outbound notification and inbound response management Experian offers sufficient phone, website, and application capacity to absorb the spikes of crisis volume on top of normal operating volumes. This service includes address validation, delivery that covers 100+ countries, reporting and analytics of the notification channels, and a dedicated account manager that oversees the entire process. 3. Experienced team of agents Our team of dedicated account managers have serviced over 50,000 incidents, delivered over 30 million print and email notifications each year, and developed a comprehensive range of products for every need. We stay with you as a resource throughout the crisis process and work with you to recover, repair, and protect your business for the future. No one ever expects a crisis to hit, but when it does, it’s important to have a plan in place. Having a dedicated team who can help you navigate through difficult times is essential to quick recovery. At Experian, we understand the importance of customer trust and we help companies recover from crises quickly. Our team of experts are available to help when you need it most. Learn more about our Crisis Response Management services ____________________________________________ [1] Bain & Company. 2001. Prescription for Cutting Costs. [2] Experian. 2019. Data Breach Consumer Survey. [3] Deloitte. 2020. A crisis of confidence.
Synergy is the concept that the value and performance of two items combined will be greater than the sum of the separate individual parts. Did you know that AutoCheck® Elite dealer subscribers receive additional functionality if they use the Automotive Intelligence EngineTM (AIE) marketing solution? Read on to learn about the enhanced features you’ll receive to make sure you’re leveraging all available benefits. First, let’s recap the two solutions What is the Automotive Intelligence Engine? This is Experian’s marketing solution that leverages our world-class consumer, vehicle, and credit data to provide dealers with market insights, marketing strategies, and powerful audience creation to reach the best consumer prospects with messages that resonate. What is AutoCheck? AutoCheck is the industrial-strength Vehicle History Report (VHR) that automotive professionals trust to help manage risk and confidently buy and sell more of the right vehicles. The AutoCheck Elite program goes beyond vehicle history, offering dealers valuable insights into the market, vehicles, and the people who buy them – to help dealers sell more cars. Let’s look at how the synergy between AutoCheck Elite and AIE can benefit dealers. Ease of use in your workflow You can run an individual AutoCheck vehicle history report from within AIE. There’s no reason to log into another system or go anywhere else to access the vehicle history information for a specific VIN. Easily and quickly run open recall reports Easily access an Open Recall Report for all your listed inventory whenever you need it and as often as you like. Run the report in real-time to learn which of your units have an open recall and what that recall information is: the recall date, the recall detail, and the recall. Review inventory analysis and benchmark reports You can view key performance indicators for every unit of your inventory at-a-glance. For example, what is the AutoCheck Score? Is the vehicle eligible for Buyback Protection? Does the unit have any reported accidents? Does it have single or multiple owners? What are the days of inventory, and how does that compare to the Experian average? (The Experian average is based on inventory for all AIE clients). You can also learn how your inventory compares to the Experian dealer average inventory. For example, what percentage of your inventory are one-owner units, and by what percentage are you above or below that Experian dealer average? By combining the power of the Automotive Intelligence Engine with AutoCheck vehicle history data, dealers can receive additional insights into their inventory. To learn more about AIE check out our blog Automotive Marketing in a Cookieless World or how to Use Automotive Data Insights to Drive Pre-Order Sales. In case you missed these recent blogs about AutoCheck, read our case studies: Vehicle Detail Pages with a Free Vehicle History Report Have Higher Lead and Sale Conversion Rates and LexisNexis Helps Manage Risk for National Insurance Company. Contact us to learn more about AIE or AutoCheck.
Experian’s in-person Vision conference returns next Monday, April 11 in Los Angeles, Calif. The event is known for premier thought leadership, net-new insights and the latest and greatest in technology, innovation and data science. This year’s agenda promises to have intentional discussions around tomorrow’s trending topics including financial inclusion, buy now pay later, open banking, the future of fraud, alternative data strategies, and much more. A few spotlight sessions include: Top trends including the future application of the cloud and emerging technologies, emerging regulatory legislation and the broader implications and opportunities of DeFi. A deep dive into strategies around the targeting/marketing revolution and how to deliver in the post-COVID-19 market environments and bolster financial inclusion decisions. An introduction to Experian’s Buy Now Pay Later BureauTM, the industry’s first and only solution designed to address the needs of consumers, BNPL providers, financial institutions and regulators alike. A roundup of sessions addressing innovation in action spanning from real-time verifications, to data-driven automation, and unified platforms from data to deployment to decisioning. Several sessions highlighting future-looking strategies and solutions that leverage alternative data that can increase conversion rates while concurrently reducing risk. Multiple sessions centered on the rapidly changing identity environment and combatting emerging fraud threats. The event will also include a Tech Showcase, where attendees can get a taste of tomorrow today with more than 20 demos and the latest innovations at their fingertips. And, as always, the event features marquee keynote speakers sure to inspire. This year’s featured speakers are Dr. Mohamed A. El-Erian, President of Queens’ College, Cambridge, Chief Economic Advisor at Allianz, and Former CEO and Co-Chief Investment Officer of PIMCO; Allyson Felix, Olympic Gold Medalist, co-founder of Saysh, a footwear and lifestyle brand for women, and Right to Play and Play Works ambassador; and the closing keynote will feature actor, investor, entrepreneur and philanthropist, Ashton Kutcher. Stay tuned for additional highlights and insights on our social media platforms throughout the course of the conference. Follow Experian Insights on Twitter and LinkedIn.
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With the National Automobile Dealers Association (NADA) Show set to kickoff later this week, it seemed fitting to explore how the shifting dynamics of the used vehicle market might impact dealers and buyers over the coming year. Shedding light on some of the registration and finance trends, as well as purchasing behaviors, can help dealers and manufacturers stay ahead of the curve. And just like that, the Special Report: Automotive Consumer Trends Report was born. As I was sifting through the data, one of the trends that stood out to me was the neck-and-neck race between Millennials and Gen X for supremacy in the used vehicle market. Five years ago, in 2019, Millennials were responsible for 33.3% of used retail registrations, followed by Gen X (29.5%) and Baby Boomers (26.8%). Since then, Baby Boomers have gradually fallen off, and Gen X continues to close the already minuscule gap. Through October 2024, Millennials accounted for 31.6%, while Gen X accounted for 30.4%. But trends can turn on a dime if the last year offers any indication. Over the last rolling 12 months (October 2023-October 2024), Gen X (31.4%) accounted for the majority of used vehicle registrations compared to Millennials (30.9%). Of course, the data is still close, and what 2025 holds is anyone’s guess, but understanding even the smallest changes in market share and consumer purchasing behaviors can help dealers and manufacturers adapt and navigate the road ahead. Although there are similarities between Millennials and Gen X, there are drastic differences, including motivations and preferences. Dealers and manufacturers should engage them on a generational level. What are they buying? Some of the data might not come as a surprise but it’s a good reminder that consumers are in different phases of life, meaning priorities change. Over the last rolling 12 months, Millennials over-indexed on used vans, accounting for more than one-third of registrations. Meanwhile, Gen X over-indexed on used trucks, making up nearly one-third of registrations, and Gen Z over-indexed on cars (accounting for 17.1% of used car registrations compared to 14.6% of overall used vehicle registrations). This isn’t surprising. Many Millennials have young families and may need extra space and functionality, while Gen Xers might prefer the versatility of the pickup truck—the ability to use it for work and personal use. On the other hand, Gen Zers are still early in their careers and gravitate towards the affordability and efficiency of smaller cars. Interestingly, although used electric vehicles only make up a small portion of used retail registrations (less than 1%), Millennials made up nearly 40% over the last rolling 12 months, followed by Gen X (32.2%) and Baby Boomers (15.8%). The market at a bird’s eye view Pulling back a bit on the used vehicle landscape, over the last rolling 12 months, CUVs/SUVs (38.9%) and cars (36.6%) accounted for the majority of used retail registrations. And nearly nine-in-ten used registrations were non-luxury vehicles. What’s more, ICE vehicles made up 88.5% of used retail registrations over the same period, while alternative-fuel vehicles (not including BEVs) made up 10.7% and electric vehicles made up 0.8%. At the finance level, we’re seeing the market shift ever so slightly. Since the beginning of the pandemic, one of the constant narratives in the industry has been the rising cost of owning a vehicle, both new and used. And while the average loan amount for a used non-luxury vehicle has gone up over the past five years, we’re seeing a gradual decline since 2022. In 2019, the average loan amount was $22,636 and spiked $29,983 in 2022. In 2024, the average loan amount reached $28,895. Much of the decline in average loan amounts can be attributed to the resurgence of new vehicle inventory, which has resulted in lower used values. With new leasing climbing over the past several quarters, we may see more late-model used inventory hit the market in the next few years, which will most certainly impact used financing. The used market moving forward Relying on historical data and trends can help dealers and manufacturers prepare and navigate the road ahead. Used vehicles will always fit the need for shoppers looking for their next vehicle; understanding some market trends will help ensure dealers and manufacturers can be at the forefront of helping those shoppers. For more information on the Special Report: Automotive Consumer Trends Report, visit Experian booth #627 at the NADA Show in New Orleans, January 23-26.
The automotive industry is constantly changing. Shifting consumer demands and preferences, as well as dynamic economic factors, make the need for data-driven insights more important than ever. As we head into the National Automobile Dealers Association (NADA) Show this week, we wanted to explore some of the trends in the used vehicle market in our Special Report: State of the Automotive Finance Market Report. Packed with valuable insights and the latest trends, we’ll take a deep dive into the multi-faceted used vehicle market and better understand how consumers are financing used vehicles. 9+ model years grow Although late-model vehicles tend to represent much of the used vehicle finance market, we were surprised by the gradual growth of 9+ model year (MY) vehicles. In 2019, 9+MY vehicles accounted for 26.6% of the used vehicle sales. Since then, we’ve seen year-over-year growth, culminating with 9+MY vehicles making up a little more than 30% of used vehicle sales in 2024. Perhaps more interesting though, is who is financing these vehicles. Five years ago, prime and super prime borrowers represented 42.5% of 9+MY vehicles, however, in 2024, those consumers accounted for nearly 54% of 9+MY originations. Among the more popular 9+MY segments, CUVs and SUVs comprised 36.9% of sales in 2024, up from 35.2% in 2023, while cars went from 44.3% to 42.9% year-over-year and pickup trucks decreased from 15.9% to 15.6%. 2024 highlights by used vehicle age group To get a better sense of the overall used market, the segments were broken down into three age groups—9+MY, 4-8MY, and current +3MY—and to no surprise, the finance attributes vary widely. While we’ve seen the return of new vehicle inventory drive used vehicle values lower, it could be a sign that consumers are continuing to seek out affordable options that fit their lifestyle. In fact, the average loan amount for a 9+MY vehicle was $19,376 in 2024, compared to $24,198 for a vehicle between 4-8 years old and $32,381 for +3MY vehicle. Plus, more than 55% of 9+MY vehicles have monthly payments under $400. That’s not an insignificant number for people shopping with the monthly payment in mind. In 2024, the average monthly payment for a used vehicle that falls under current+3MY was $608. Meanwhile, 4-8MY vehicles came in at an average monthly payment of $498, and 9+MY vehicles had a $431 monthly payment. Taking a deeper dive into average loan amounts based on specific vehicle types—as of 2024, current +3MY cars came in at $28,721, followed by CUVs/SUVs ($31,589) and pickup trucks ($40,618). As for 4-8MY vehicles, cars came in with a loan amount of $22,013, CUVs/SUVs were at $23,133, and pickup trucks at $31,114. Used 9+MY cars had a loan amount of $19,506, CUVs/SUVs came in at $17,350, and pickup trucks at $22,369. With interest rates remaining top of mind for most consumers as we’ve seen them increase in recent years, understanding the growth from 2019-2024 can give a holistic picture of how the market has shifted over time. For instance, the average interest rate for a used current+3MY vehicle was 8.0% in 2019 and grew to 10.2% in 2024, the average rate for a 4-8MY vehicle went from 10.3% to 12.9%, and the average rate for a 9+MY vehicle increased from 11.4% to 13.8% in the same time frame. Looking ahead to the used vehicle market It’s important for automotive professionals to understand and leverage the data of the used market as it can provide valuable insights into trending consumer behavior and pricing patterns. While we don’t exactly know where the market will stand in a few years—adapting strategies based on historical data and anticipating shifts can help professionals better prepare for both challenges and opportunities in the future. As used vehicles remain a staple piece of the automotive industry, making informed decisions and optimizing inventory management will ensure agility as the market continues to shift. For more information, visit us at the Experian booth (#627) during the NADA Show in New Orleans from January 23-26.
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