The convenience of digital interactions

[nurmohammadkhan]

At the top of the priorities of manufacturers and dealers is the concern for the creation of a better customer experience , which is more significant and memorable if it is personalized . Companies are redesigning the funnel by favoring the integration of advanced and digital technologies so as to facilitate the collection and communication of data useful for the design of these same experiences.

Automotive brands can no longer hesitate and must embrace an approach that is fully, completely customer-centric. They will have to constantly discover, design, scale and refine solutions that excite customers , generate new revenue streams and keep costs under control .



In the 2021 edition of the Global Automotive Consumer Study , a research that jamaica whatsapp resource annually involves over 24,000 consumers distributed across 23 countries worldwide, Deloitte explores the new market scenarios that will emerge from the post-pandemic socio-economic context. The study highlighted, in particular, the changes in consumer preferences, habits and perceptions on some key issues:

the transition towards increasingly electric and sustainable mobility ;
the adoption of new technologies and connectivity systems on board vehicles;
the acceleration of digital and online channels with respect to purchasing habits ;
the role of price as a driver of choice and consumers' perspectives on purchasing their next vehicle.
Even if the Deloitte study reveals that, for the automotive market, the role of dealerships and the traditional physical channel will continue to be central, according to Giorgio Barbieri, Automotive Sector Leader of Deloitte Italy:

“The changes brought about by the Covid-19 emergency, in addition to influencing purchasing intentions and timing, have certainly favored and accelerated the development of the online channel in most sectors.”

This means that in the near future , customers, especially younger ones, will likely buy their cars online and will be interested in contactless sales and services .

Most consumers in other industries expect fast, timely, transparent online customer service; they will switch brands if they don’t get a seamless, consistent omnichannel experience ; and they will abandon the proverbial cart if the checkout process is too cumbersome. The same thing will likely happen to car buyers. And it will become increasingly essential for automotive companies to understand how to improve their brand experience .