Insight
The many roads to the ultimate buyer experience
The impact of e-commerce on auto retailing is hard to miss. With detailed information about models, options, and prices available on online platforms and smartphone apps, car shoppers are in the proverbial driver’s seat. However, they still want a better dealer experience. Meanwhile, dealers struggle with falling margins (thanks to internet price transparency), and reliable sources of profits, such as financing and used-car sales, are under attack from digital disruptors.
The challenge to remake automotive retailing to deliver a better customer experience—while enabling dealers to make money, too—is massively complex. There are all kinds of car buyers who follow countless online/offline customer journeys—so better data and online tools will not be sufficient. It will take innovation, new dealer strategies and collaboration with automakers. Read to learn more about the key takeaways and trends determined by this research.
A look at the changing needs and preferences of car buyers and how automakers and dealers and retail platform developers can address them.
Related content
Automotive’s new reality: fewer trips, fewer miles, fewer cars?
Americans have gotten comfortable working from home and buying online. That means they’re driving less. Businesses need to take notice.
Smarter Cars, but more distracted drivers
Adoption of advanced safety technologies has kept up with the rise of distracted driving. So collisions have also risen. But that's about to change.
Will this be the end of the car dealerships as we know them?
Online shopping, ride-sharing services, collision avoidance technology, and self-driving cars will lead to a sharp drop in dealers' sale and profits.
Growth strategy
Reaching your growth ambitions: Helping clients to seize and implement growth opportunities that match their financial ambitions.
Operating strategy & cost
Helping companies win in their chosen markets by enabling margin improvement and ensuring effective deployment of resources.
