Wie müssen sich Autohändler weiterentwickeln? Spannende Frage, die die Studie „Automotive Retail 2030“ untersucht. Lesenswert!
The way vehicles are purchased, distributed and serviced is changing dramatically. Automotive dealerships are facing disruption from multiple directions: evolving mobility solutions, intensifying competition, product innovation, technology proliferation and changing customer preferences.
The role of traditional dealerships as a link between the original equipment manufacturer (OEM) and the customer is not likely to diminish. But:
- Customers are making fewer trips to dealerships, making that initial visit even more crucial.
- While visiting a dealership, customers consider service orientation and expertise of the salesperson as most critical. Innovations require the upskilling of the existing salesforce and the introduction of new roles to augment customer experience throughout the purchase journey.
- When it comes to building an online presence, many traditional dealers lag behind select OEMs, captives and brokers, which offer portals capable of performing entire customer journeys online.
With that in mind, dealers need to undertake significant change management to catch up with the evolving mobility ecosystem. What does the dealership of 2030 look like?