Future of Mobility Retail
The automotive sector is changing radically. Some factors that have a significant impact on current business models are:
Alternative mobility solutions
Changing consumer behavior
The automotive sector has shifted from a classic product driven business model towards a customer centric business approach. This approach requires constant adaptability to changing consumer behavior. Recently some OEM’s introduced new business models that are built around a consumer’s changing needs. It is just a question of time before other innovative concepts will be presented.
Customer's Virtual and Physical Shopping experience
A digital lifestyle has already been embraced by most consumers.
They use the internet before going to a dealership. By using the online car configurator, the customer most of the time know what they are looking forehand, in most cases, the customer is only visiting the dealership one time, mostly to combine the visit with a test drive and to touch and feel the car.
Today OEM's have shifting towards a consistent approach that unites a customer’s virtual and physical shopping experience. Digital elements and showroom elements work together to create a holistic experience that communicates a storyline (when done correctly). The key advantage of this online-offline experience is an expected higher brand loyalty.
One major benefit is access to a customer’s data and to acquire knowledge of their preferences.
Recently, OEM’s already adopted new Virtual technologies, such as Virtual Reality and Augmented Reality. Some of them are successful, however it requires a well-defined position within the sales process, to avoid a short term solution.
Techniques like Augmented Reality or Virtual Reality are new technologies. To successfully launch this within your retail network requires a format that is flexible enough to cover future innovations, combined with a well-defined business case.
This also means that the OEM’s should have a realistic vision towards the future that goes beyond short term investments. It needs a realistic perspective on the main competitors and customer expectations.
Changing retail landscape, future format's
The automotive industry is highly competitive and consumers are demanding a choice in type of experience. OEM’s will therefore have to improve their flexibility through:
New distribution strategies
Down Town retail experiences
Test drive centers
XL car repair centers and
XL retail format's
Upgraded online platforms
Revised used car strategies
These new developments will have a large impact on the dealer infrastructure. For example: real estate, new positions, sales force, CRM systems and combining the right mix between physical and virtual experience.
Vehicles will become increasingly complex, this means faster replacement rates and rapid technology evaluation. Therefore dealer networks have to change to tackle this, for example: restructuring dealer networks or large scale service stations combined with XL retailers.
Experienced in automotive architecture
Brand compliance and multi-geography delivery
Reduce complexity, increase efficiency
Toyota Motor Europe
Toyota Pan-European Retail Concept Roll-out
Programme Manager Network Development, commissioned by Toyota Motor Europe
Development of German Automotive Cooperate Architecture