Insight
The Car Is Becoming Software.
The Dealership Is Still Behaving Like a Showroom.
Reimagining Sales Experiences
by Designing Connected
Ecosystems for
Automotive Retail.
Overview
The automotive product is changing faster than the retail model around it.
Vehicles increasingly receive software updates, offer connected services, collect behavioural data and create relationships with customers long after the initial purchase.
Yet the traditional dealership remains largely built around a very different model:
Visit → Test Drive → Negotiate → Purchase → Service
The industry is moving towards a continuous digital relationship while much of the retail infrastructure remains designed around a single physical transaction.
The automotive product is changing faster than the retail model around it.
Vehicles increasingly receive software updates, offer connected services, collect behavioural data and create relationships with customers long after the initial purchase.
Yet the traditional dealership remains largely built around a very different model:
Visit → Test Drive → Negotiate → Purchase → Service
The industry is moving towards a continuous digital relationship while much of the retail infrastructure remains designed around a single physical transaction.
Key Insights
Key Insights
Connected vehicles create opportunities for ongoing services, upgrades, subscriptions and personalised experiences.
Connected vehicles create opportunities for ongoing services, upgrades, subscriptions and personalised experiences.
The purchase is the beginning,
not the end.
Customers increasingly research specifications, compare models, watch reviews and configure vehicles before entering a dealership.
Customers increasingly research specifications, compare models, watch reviews and configure vehicles before entering a dealership.
Discovery is
moving online.
Physical locations can become experience, trust and high-value consultation environments rather than simply inventory warehouses.
Physical locations can become experience, trust and high-value consultation environments rather than simply inventory warehouses.
The dealership's role is changing.
Digital discovery, physical experience, financing, delivery, servicing and software should feel like one customer journey rather than separate departmental interactions.
Digital discovery, physical experience, financing, delivery, servicing and software should feel like one customer journey rather than separate departmental interactions.
The real opportunity is
connected commerce.
We're not the only ones saying it
We're not the only ones saying it
We're not the only
ones saying it