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Executive Outlook of the Future of Automotive Retail

  • June 2015
  • -
  • Frost & Sullivan
  • -
  • 118 pages

Beyond 2020, Digitization will Enable Lead Conversion Ratio Improvements of More than 80%

This study analyzes the impact of digitization on the new car and the parts retail business. It provides a strategic overview of global Mega Trends and their disruptive impact on automotive retail. The study also highlights the top transformational shifts in the automotive retail space. It demonstrates the activities of automotive OEMs and their current and future new car and parts retail strategies. The study also discusses the future of automotive retail and presents an actionable set of recommendations for stakeholders.

Executive Summary—Digital Retail Strategies of Key OEMs
OEMs are approaching digitization through different strategies that combine revamped showrooms, online retail portals, pop-up stores, and product-qualified staff.
Future of Automotive Retail: Digital Retail Strategies of Key OEMs, Global, 2012–2022
Digital Showroom
London – 2012 Beijing – 2013 Berlin – 2014
Future retail program - Audi City
- Enhanced customer experience
- Increased sales volumes and global presence
- New locations in 2015-16 - Shanghai, Paris, Rome, Barcelona, Moscow, and New York

Mercedes Benz 2020—Best Customer Experience
- New inner-city sales formats; use of digital tools; new job profiles—mobile sales assistants; differentiated customer approach in after-sales
- More than outlets opened; set to double by 2020
- Ambitious global program—named Customerapproved Renault Experience (C@RE)
- My Renault customer personal space portal
- Behavioral training for technicians and sales staff
- Customer Promise, touch tablets, and Pit Stop
- Nissan’s 2020 retail initiative
- Seamless online-offline connectivity across dealerships
- Modern dealer layout and digitally trained sales and service staff
- Digital tools - tablets and wide plasma screens and LED lighting patterns

Table Of Contents

Executive Outlook of the Future of Automotive Retail
1. EXECUTIVE SUMMARY

Executive Summary
Executive Summary—Key Takeaways
Executive Summary—Future Outlook of the eRetail
Executive Summary—Digital Retail Strategies of Key OEMs
Executive Summary—Digital Retail Strategies of Luxury/Premium OEMs
Executive Summary—Digital Retail Strategies of Mass Market OEMs
Executive Summary—Future Trend: Small Store Format
Executive Summary—Future Automotive Retail Network
Executive Summary—New Entrants and Disruptive Models in the Aftermarket
Executive Summary—Online Retail: Integrated Customer Journey
Executive Summary—Evolution of Online and Digital Auto eRetail
Executive Summary—Conclusions and Future Outlook
Associated Multimedia

2. RESEARCH SCOPE, OBJECTIVES, BACKGROUND, AND METHODOLOGY

Research Scope, Objectives, Background, and Methodology
Research Scope
Research Aims and Objectives
Key Questions this Study will Answer
Research Background
Research Methodology
Key OEMs Compared in this Study

3. DEFINITIONS AND SEGMENTATION

Definitions and Segmentation
Definitions of Selected Terms Used in the Study
Definition of Digital in Retail
New Mega Trends
Vehicle Segment Definitions

4. IMPACT OF MEGATRENDS ON THE FUTURE OF RETAIL

Impact of MegaTrends on the Future of Retail
Mega Trends Driving the Future of Retail
Impact of Mega Trends on the Aftermarket in 2025
Implications of Mega Trends—Retail and Aftermarket

5. TOP TRANSFORMATIONAL SHIFTS SHAPING THE FUTURE OF AUTOMOTIVE RETAIL

Top Transformational Shifts Shaping the Future of Automotive Retail
Top Transformational Shifts by Key Global OEMs
Transformational Shift 1—Future Stores
Transformational Shift 2—Omni-channel Future of Retail
Transformational Shift 3—Connected Retail
Implications—Future Automotive Retail will be More Consultative than Directive
Implications—From Car Configurator to Mobility Configurator
Transformational Shift 4—New Business Models
Transformational Shift 5—Engaging Retail
Transformational Shift 6—Last-mile Retail (Logistics)
Transformational Shift 7—Big Data Retail
Big Data in the Car Industry—The Business Case
Transformational Shift 8—Women Empowerment
Exhibit 1—Nissan Lady First Dealerships

6. FUTURE TRENDS IN NEW CAR RETAIL

Future Trends in New Car Retail
The Car Dealership of the Future
Exhibit 2—Future Car Dealerships: Tesla and Audi City
Future Channel Network Structure in a Mega City
Smart Distribution Network
Unbundling of the Automotive Business
Digital Touch Points of a New Customer Journey
Future Retail Formats
Interactive Stores of the Future
Digitization in the Value Chain
Centralized Structure for Heavy Repair
OEMs are Increasingly Investing in Data Mining and Analytics
Off-store Digital Sales Generation
Conventional versus Digital Set-Up
More Interactive and Seamless Dealerships than the Siloed Model
More Consultative Dealerships than Directive
Case in Point—US Mega Regions and the Impact on Digital Store Development

7. FUTURE TRENDS IN AUTOMOTIVE PARTS RETAIL

Future Trends in Automotive Parts Retail
5 Key Trends in Automotive Parts eRetail
The Connected Parts Store in 2025
Online Sales Penetration—Key Traditional Participants in North America
Bricks and Clicks in Future Automotive Service Aggregation
Exhibit 3—BMW's Future Digital Parts Retail Strategy
Exhibit 4—Audi Digital Car Servicing
Key Comparative Features of Service Aggregators
Exhibit 5—whocanfixmycar.com's Service Aggregation Model
Emerging Bricks and Clicks Convergence Models in Parts and Services
Key OES Channel Developments
Exhibit 6—GM's Use of Technology in Service Strategy
Exhibit 7—Tesla Service: Remote Options
Exhibit 8—GM's Prognostic/In-vehicle Sales Capabilities
Aftermarket 2025—Changing Digital Purchase Pathways
Aftermarket 2025—Emerging B2B eCommerce Business Models
Digitization Expansion in Auto Parts and Service

8. ILLUSTRATIONS OF OEMS' FUTURE RETAIL STRATEGIES

Illustrations of OEMs' Future Retail Strategies
Exhibit 9—Audi City Digital Car Showroom
Exhibit 10—KPIs: Audi City Digital Car Showroom
Exhibit 11—Mercedes Me (Hamburg)
Exhibit 12—Renault Store
Exhibit 13—Fiat Live Store
Exhibit 14—TrueCar
Exhibit 15—Hyundai Rockar, Bluewater
Exhibit 16—Hyundai Rockar, Bluewater (continued)
Exhibit 17—KPIs: Hyundai Rockar
Rockar—Digital Touch Points of a New Customer Journey
Exhibit 18—Nissan Delivers a Versa Note via Amazon Box
Exhibit 19—Lincoln Black Label Experience
Exhibit 20—Google's Mobilegeddon is Pushing for Mobile Websites
Exhibit 21—Scion Targets an Enhanced Portal Experience for Customers
Exhibit 22—Future Volvo Dealerships
Exhibit 23—Renault's Tie-up with TVS for Digital Dealership in India
Exhibit 24—New Entrants in the Digital Retail Space

9. CONCLUSIONS AND FUTURE OUTLOOK

Conclusions and Future Outlook
Key Takeaways on the Future of Automotive Retail
Conclusions and Future Outlook
The Last Word—3 Big Predictions
Legal Disclaimer

10. APPENDIX

Appendix
Abbreviations and Acronyms Used
Internet Sales Growth of Key US Dealerships
Digital Retail Landscape
BSIG Research Program
Learn More—Next Steps
Market Engineering Methodology

11. THE FROST and SULLIVAN STORY

The Frost and Sullivan Story
Value Proposition: Future of Your Company and Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy

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