Engage with new audiences as they learn about your brand Digital first requires you to rethink how you interact with your customers. Therefore, there’s only one way to keep up with your customers, and that is to embrace technology and provide an excellent customer experience. It’s their journey that dictates your strategy. Today, customers expect relevant content in relation to what they’re doing anytime, anywhere and in the format, and on the device of their choosing. The interesting note here is that it’s not the companies who are driving this change, it’s the customer. The customer experience is as important as the product and services that your company provides.ĭigitalisation is key these days, and it’s forcing companies to change their business models and adapt to the ‘new normal’. Improve your customer experience by digitalisationīy making more steps to the sale available online before customers arrive at the store, dealers can reduce the amount of time spent on the deal at the dealership, thereby positively impacting customer satisfaction. Overall, buyer satisfaction reached an all-time high in 2020. Both new- and used-vehicle buyers in 2020 report the process took less time and was more efficient than before. While the global COVID-19 pandemic has negatively impacted nearly every measure of life, the Car Buyer Journey (CBJ) Study suggests the automobile buying process improved during the prolonged downturn. “For those that don’t, they will lose customers and be harmed by the trend.” “This shift to digital retail is positive for dealers who embrace it,” Haig told ABC News. Before the pandemic, less than 2% of vehicles were purchased digitally. new car sales last year were completed online, according to Alan Haig, an automotive retail consultant and president of Haig Partners. 83% of consumers want to do one or more steps of the purchase process online and 7 out of 10 are more likely to buy from a dealership if they could start the process online.īefore the pandemic, numbers on consumer expectations for online car shopping were already high, but since then digital retail related search terms, such as ‘buy car online’ or ‘remote car service,’ over indexed consistently compared to the same time period pre-pandemic.
Online showroomsĭue to COVID-19, car dealerships needed to close their showrooms, send their sales teams home and drive sales online – which was a huge turnaround.
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In this article we’re explaining the future of Automotive Sales globally, for more in depth conclusions you can download the dedicated ebook at the bottom of this page. It entails the OEMs selling directly to consumers and dealers begin fulfilment or sales agents.
A1 Group How A1 group rolled out a company-wide live engagement strategy with Whisbiįor car dealerships and OEMs it’s essential to understand the digital customer journey in the Automotive Industry and the shift that’s been happening.The future of Automotive Sales is DIRECT.Everything you need to know about Live Commerce.Hyundai Mexico Over 100 test drives per week for their dealerships via their website.Virtual Selling Online Sales Conversations powered by video.Live Broadcasting Engage with your audience through Live Video Broadcasting.Live Commerce The world’s leading Live Video Shopping platform.The Whisbi Platform All-in-one Virtual Selling platform.One-to-One The best sales solution for assisted sales One-to-Many Top of the funnel engagement with live video broadcast