Welcome to the Future of Car Buying 2023 in Auto: It’s Time to Put Customers’ Needs in the Driver’s Seat
As the automotive industry shifts towards digital, the car-buying experience is evolving. Today’s dealerships must meet customers where they are—while still embracing the value of in-person interactions. At the intersection of digital and physical, there’s an opportunity to exceed customer expectations and drive sales with the latest tools and innovations.
Challenges and Opportunities
Car dealerships face unique challenges in an increasingly digital world, but they also have the chance to redefine the customer experience. Consumers now expect seamless online interactions combined with real-world, personalized service.
Embracing the Hybrid Experience
While online browsing and research are now commonplace, a majority of car buyers still prefer a hybrid or in-person buying experience. Here’s how dealerships can optimize both digital and physical touchpoints:
- Online Inventory & Research
Update your website with real-time inventory and allow customers to browse, compare, and research at their leisure. - Enhanced In-Person Experience
Ensure customers can see, touch, and test-drive vehicles, while handling paperwork and financial discussions in a real-world setting. - Customer Communications
Leverage CRM tools and SMS solutions to keep customers informed and connected throughout the buying journey.
Why Hybrid Experiences Matter
81% of car shoppers agree: Online activities improve the overall buying experience by providing price transparency and saving time. By combining online and in-person experiences, dealerships can offer a streamlined and personalized journey that keeps customers engaged from start to finish.
Transforming Day-to-Day Operations
Embracing digital innovation isn’t just for customer-facing services. It’s also a game-changer for internal operations. With Dealer Management Systems (DMS), dealerships can:
- Automate Routine Tasks
Improve inventory management, sales tracking, commission calculations, and more. - Gain Real-Time Insights
Access data that allows for smarter decision-making and increased profitability. - Boost Productivity
Free up time for employees to focus on what matters most—helping customers and driving growth.
This article is posted at uber.com
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