In the latest episode of our sponsored collaboration with the Auto Supply Chain Prophets Podcast, Darrin Lucas Director of After-Sales Supply Chain Operations at Nissan North America, breaks down what truly keeps customers loyal — and why it all happens long after the sale.
In after-sales, the stakes are different.
It’s not just about delivering parts.
It’s about keeping vehicles on the road, supporting dealers, and maintaining customer confidence across the entire ownership journey.
And as Darrin explains, the operational demands behind that loyalty are increasing. Teams must forecast parts before they’re needed, align suppliers and purchasing more tightly than ever, and strengthen dealer feedback loops so issues can be solved before they escalate.
At the same time, the future is pushing fast — toward AI, real-time dashboards, and automation inside distribution centers.
But technology isn’t the only driver.
Woven through Nissan’s approach is a culture of empowerment, shaping how teams make decisions, solve problems, and ultimately support the customer experience.
Click here to hear Darrin’s full perspective on how after-sales is evolving — and what it really takes to build lasting customer loyalty.
