Letter to the Editor: Reimagining the Whole Store
A great customer experience is everything.
Creating brand loyalty in today's computerized world requires excellence and speed at every step of the automotive customer lifecycle, from first contact to repurchasing. If your dealership can't keep pace, we can guide you through a digital transformation to streamline your operations.
We provide a comprehensive and tailored solutions suite that converts manual tasks and face-to-face interactions to the digital applications you need to create a fantastic customer journey.
TO THE EDITOR:
The editorial “Dear automakers: Forget the bricks, focus on clicks” (May 13) was right about the digital age transforming the role of the dealership. A key principle in architecture is “form follows function.” By this measure, dealership facilities are already out of date.
What’s needed is not a reimagining of the current template, e.g. new tile and carpets, updated signage and repaved lots. What’s needed is a reimagining of the entire store.
When Capital One decided to upgrade its facilities, it did not create nicer teller stations. Instead, it created “financial cafes” that became places customers would enjoy visiting and could get help with banking transactions as needed.
Before investing in facilities, dealers and automakers need to think about how consumers will be buying and servicing cars in five years.
To view this article on Automotive News, click here.
To view the digital version of this article for Automotive News, click here.