New touchpoints – digitalizing the automotive customer journey
The changes in consumer behavior and technology breakthroughs are creating a fundamental shift in the automotive customer journey. New insight from McKinsey & Co revealed that these changes are giving rise to disruptive technology-driven trends including alternative forms of mobility, autonomous driving, electrification and connectivity.
Digitalization, paired with an increasing end-customer affinity with e-commerce, has led to the emergence of new touchpoints throughout the customer lifecycle. By digitalizing their traditional business processes, OEMs and their dealer networks can engage and interact with their customers in many new ways.
As they do with most other retail experiences, consumers demand online platforms that enable product searches and comparisons, and ultimately enable them to finalize the buying decision online. Interestingly, so far the automotive industry has not adopted e-commerce to the level that other industries have achieved.
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Episode 6: Supercharging the Aftersales Business with Digitization
How can OEMs and dealers leverage the power of digital to supercharge their aftersales business?
As much as it is considered a cliché, the reality is that aftersales is the backbone of the automotive business. It contributes a substantial percentage of profit, not just for dealers, but also OEMs. The strength and health of the aftersales business is critical to the health of the industry, as small changes in after-sales profit can have a dramatic impact on overall profitability.
COVID-19 has had an immense impact on the automotive industry. Throughout this pandemic, however, the aftersales business has provided the spine of resilience that has helped a number of dealers and OEMs cope with the unprecedented challenges brought about by the crisis.