When we conducted our electric vehicle customer journey research last year, we confirmed a commonly held belief in the United States: most people aren’t happy with their dealership experiences, specifically as it relates to aggressive sales tactics. Automotive customers desire experiences and service centers that meet their needs, listen to their concerns, and provide a […]
Posts Tagged ‘automotive dealer digital’
Emerging Loyalty Trends in Automotive to Watch Closely: Detroit Event Highlights
Last year, Perficient hosted an automotive event in Detroit that was so successful we had to return. Last week, I returned to the Shinola Hotel to meet with a new group of industry leaders – this time, we discussed brand loyalty and emerging trends and technology. Everyone Should Take the Wheel of Loyalty Loyalty is […]
Dealership Transformation Extends Beyond the Dealership
When I hear the term “dealer transformation,” I always think that the term is too narrow in speaking about just the transformation within the dealership. There is no doubt that the consumer today has very different expectations and preferences concerning dealerships and shopping experiences than the consumer of ten years ago, and dealerships need to […]
Without a Handle on Data, OEMs Will Lose Out on Connected Vehicles
We’re on the fast track to fully connected and automated vehicles. Consumers are no longer tolerating the standard non-connected car in which information is stored locally. This information dies where it stays because that car does not interact with any server that can utilize the data. For example, standard car users are missing out on: […]
Automotive Study Insights: How Tesla Leverages Customer Experience to Gain Market Share
Here’s what legacy car manufacturers and dealers should take away from our recent study about what works for car buyers in Tesla’s approach. As a disruptive leader in the automotive industry, Tesla owns approximately 60-70% of the current EV market share. That dominance is expected to decrease as legacy auto makers offer more model […]
OEM Mobile Apps Are Here, But Dealerships Hold the Key
One great consumer convenience is the OEM mobile application that allows consumers to manage their vehicles and accounts right from their smartphones. These apps are becoming standard operating procedure for most OEMs. On my Ford app, I can access important functions like locking and unlocking, locating my vehicle, remote starting, and real-time diagnostics. We’ve come […]
Where Do Dealerships Fit Into a Landscape of Automotive Loyalty, Data, and Mobility Transformation?
The automotive industry has 3 overarching priorities that every OEM is wrestling with and thinking about: Gaining a close relationship with their consumer Discerning who controls the data and how they leverage it to create a better consistent omnichannel experience for the consumer Successful dealer transformation to address changing consumer preferences and the evolving automotive […]
How Can Dealerships and A Direct-to-Consumer Approach Coexist?
While working on primary research regarding the customer journey, I’ve been speaking with both consumers and dealerships about the most pressing matters in automotive innovation. Hearing from both sides has made me realize that there is a bit of a disconnect in their worldviews, and this disconnect is fueling so many of the issues we’re […]
Key Takeaways from the Automotive and Manufacturing Networking Lunch at Adobe Summit 2023
This week, I had the great honor of speaking during the Automotive and Manufacturing Networking Lunch at Adobe Summit 2023. Before I say anything else, I want to acknowledge what our partners at Adobe have built as industry leaders in technology solutions that enable companies to become experience makers. Not only is Adobe a leader […]
How Auto Dealers Should be Using Third Party Websites
As auto dealers increase their interest, knowledge, and investment in various digital marketing tactics, the discussion on how to best utilize third party auto sites is growing. If you are asking yourself, “what exactly is a third party auto site?”, no worries, let me take my best attempt at defining it. Third party auto sites […]
Changing the Perception of Auto Dealers
A big problem in the automotive industry is distrust of auto dealers. This is an issue that is highly discussed but almost never addressed. 87% of Americans dislike car shopping at dealerships. 61% feel they’re taken advantage of while there (Jazel Automotive). I bet this percentage would be even higher if all of these shoppers […]
Automotive Brands are Digitally Cannibalizing Themselves
Digital marketers, working on behalf of the same brand across all three tiers in the automotive industry, are competing with each other. They are driving up costs for each other and providing inconsistent messaging and pricing to consumers. To give you a specific example, let’s use Paid Search marketing, as this is the marketing channel […]