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What influence do consumers have over the transformation of retail? Our CEO, Louis-Yves Cloutier, answers these questions from the C2 Montreal* stage and shares with us his vision about the future of retail in the automotive industry.
What influence do consumers have over the transformation of retail? Our CEO, Louis-Yves Cloutier, answers these questions from the C2 Montreal* stage and shares with us his vision about the future of retail in the automotive industry.
Thanks to technical improvements, online shopping is now part of every home. Today’s consumers can now find online the same four basic principles that trigger sales:
With their digital devices and a credit card, consumers can now easily receive offers & discounts, compare prices, and order online from the comfort of their sofa.
The Internet is now so huge that today’s consumers are not limited to the catalogue of their local stores. They can shop around the world without limitations — they have the choice.
Thanks to the large number of customer reviews and ratings posted online every day, people recognize the establishments they can trust, and remain confident that their order will meet their expectations. In any case, they are aware that they can send back any item if they are not satisfied.
Even the emotions we typically feel during a purchase in a brick-and-mortar store are now available online, thanks to videos, image galleries, 360-degree views, and virtual reality that all showcase services and products at their best.
With their digital devices and a credit card, consumers can now easily receive offers & discounts, compare prices, and order online from the comfort of their sofa.
Thanks to the large number of customer reviews and ratings posted online every day, people recognize the establishments they can trust, and remain confident that their order will meet their expectations. In any case, they are aware that they can send back any item if they are not satisfied.
The Internet is now so huge that today’s consumers are not limited to the catalogue of their local stores. They can shop around the world without limitations — they have the choice.
Even the emotions we typically feel during a purchase in a brick-and-mortar store are now available online, thanks to videos, image galleries, 360-degree views, and virtual reality that all showcase services and products at their best.
Before focusing on the automotive industry, let’s take a step back and look at the significant changes brought by the arrival of the Internet on two industries that have taken very different paths.
The strongest example is the travel industry. Who still goes to an agency to book holidays? Nobody goes there anymore! The whole process has become digital. About 10 years ago, consumers were going to travel agencies to meet a salesperson, evaluate options, compare rates, ask for advice, take a catalogue, and purchase their trip.
Now, all the information needed for these kinds of purchases is available online and everyone can book their vacation in just a few clicks.
The strongest example is the travel industry. Who still goes to an agency to book holidays? Nobody goes there anymore! The whole process has become digital. About 10 years ago, consumers were going to travel agencies to meet a salesperson, evaluate options, compare rates, ask for advice, take a catalogue, and purchase their trip.
Now, all the information needed for these kinds of purchases is available online and everyone can book their vacation in just a few clicks.
The fashion industry has made a very interesting choice when adapting to the arrival of the Internet. Indeed, everyone can now buy a pair of shoes online, for example. This kind of purchase is more of an emotional purchase rather than a thoughtful purchase and requires emotion to trigger the sales. This is what the Internet is now able to provide. Other people will prefer starting their shoe selection in the store, and finishing their transaction online, or vice-versa.
The fashion industry has made a very interesting choice when adapting to the arrival of the Internet. Indeed, everyone can now buy a pair of shoes online, for example. This kind of purchase is more of an emotional purchase rather than a thoughtful purchase and requires emotion to trigger the sales. This is what the Internet is now able to provide. Other people will prefer starting their shoe selection in the store, and finishing their transaction online, or vice-versa.
This is a great example to look at when trying to figure out how an industry can successfully manage to merge traditional and digital ways of buying.
The more conservative automotive industry is still resistant to the digital transformation. But everything is changing! At 360.Agency, we are in the front row to witness the evolution of the automotive industry.
For the past 100 years, the only way to buy a car was to go to a dealership. Customers had no other choice! But with the evolution of the internet and e-commerce, consumer habits have changed. Similar to the purchase of new shoes, today’s customers want to be able to easily shift from brick-and-mortar shopping to online shopping and vice-versa with full transparency.
33 000+
new car dealerships in North America
(about 3,000 are in Canada)
2 038 798
vehicles sold in Canada in 2017
41 %
of interviewed customers are ready to buy a car online.
– Google Think Auto.
36 %
of those aged 18–34 would consider making the transaction online.
– Canadian Black Book.
33 000+
new car dealerships in North America
(about 3,000 are in Canada)
2 038 798
vehicles sold in Canada in 2017
41 %
of interviewed customers are ready to buy a car online
– Google Think Auto.
36 %
of those aged 18–34 would consider making the transaction online
– Canadian Black Book.
The consumer is now at the center of a new ecosystem in which he or she has the choice — and therefore, the power! This is also true in the automotive industry, which explains why dealers should also adapt to this new digital consumption mode.
Given how important online retail has become, car dealers should adapt in one way or another. If many of them have in fact a website, it is rarely adapted to the recent trend of online purchases for consumers. Yet, more and more examples tend to prove that this mode of consuming is already working at full speed.
Non-conventional manufacturers, like Tesla, don’t have a retail-franchise network and act not only as the manufacturer but also as the distribution network. As an example, Tesla already had 450,000 reservations for its Model 3 before delivering the first unit in mid-2017.
Some car dealers have taken the leap and are now able to sell their vehicles exclusively online! Like Carvana and its concept of “car vending machines” in the United States. On the one hand, this concept of self-service is still quite difficult to imagine for some consumers but, on the other hand, it is gaining more and more supporters.
Under pressure from online sales platforms and unconventional manufacturers, some traditional manufacturers are also deciding to offer consumers various ways of accessing their vehicles online. For example, Hyundai now offers its high-end brand, Genesis, online exclusively, and Volkswagen decided to propose online booking and deposits for the launch of its e-Golf (and it was more successful than expected).
Non-conventional manufacturers, like Tesla, don’t have a retail-franchise network and act not only as the manufacturer but also as the distribution network. As an example, Tesla already had 450,000 reservations for its Model 3 before delivering the first unit in mid-2017.
Some car dealers have taken the leap and are now able to sell their vehicles exclusively online! Like Carvana and its concept of “car vending machines” in the United States. On the one hand, this concept of self-service is still quite difficult to imagine for some consumers but, on the other hand, it is gaining more and more supporters.
Under pressure from online sales platforms and unconventional manufacturers, some traditional manufacturers are also deciding to offer consumers various ways of accessing their vehicles online. For example, Hyundai now offers its high-end brand, Genesis, online exclusively, and Volkswagen decided to propose online booking and deposits for the launch of its e-Golf (and it was more successful than expected).
More and more car dealers are becoming aware of their consumers’ new needs and expectations. In recent years, these dealers have turned to innovative digital solutions like SHOWROOM 360, the 360.Agency digital platform that allows customers to switch from a virtual search to a real-life experience.
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More and more car dealers are becoming aware of their consumers’ new needs and expectations. In recent years, these dealers have turned to innovative digital solutions like SHOWROOM 360, the 360.Agency digital platform that allows customers to switch from a virtual search to a real-life experience.
- Search online
- Choose a vehicle
- Adjust their payments
- Select their options
- Book a test drive (in the dealership or with augmented reality)
- Get approved for financing
- Make a deposit on their vehicle
- Choose their delivery method
Today’s consumers are looking for a fully personalized online shopping experience that is also connected to the real world. In your dealership, you already have wonderful products able to provoke strong emotions through images and videos. All you have to do now is offer your consumers the ease of payment, the speed of transaction and the transparency they ask for by installing the appropriate tools on your website.
The fact that a dealership is capable of offering them a shopping experience that is both online as well as tangible is a significant asset. These 3.0 consumers can now start their search for a vehicle on the Internet, schedule a test drive at the dealership, validate their purchase from the comfort of their living room, and then come back to the dealership to get their new vehicle.
At 360.Agency, our mission is to revolutionize the way people have been buying cars for the past 100 years. Thanks to our tailor-made support and our innovative digital tools for car dealerships, Your dealership is sure to flawlessly take the e-commerce path. Our specialized consultants and innovative tools such as CRM 360, XMS 360, TRADE 360, and most importantly SHOWROOM 360, our online sales platform, accompany you every day in your online business adaptation.
Today’s consumers are looking for a fully personalized online shopping experience that is also connected to the real world. In your dealership, you already have wonderful products able to provoke strong emotions through images and videos. All you have to do now is offer your consumers the ease of payment, the speed of transaction and the transparency they ask for by installing the appropriate tools on your website.
The fact that a dealership is capable of offering them a shopping experience that is both online as well as tangible is a significant asset. These 3.0 consumers can now start their search for a vehicle on the Internet, schedule a test drive at the dealership, validate their purchase from the comfort of their living room, and then come back to the dealership to get their new vehicle.
At 360.Agency, our mission is to revolutionize the way people have been buying cars for the past 100 years. Thanks to our tailor-made support and our innovative digital tools for car dealerships, Your dealership is sure to flawlessly take the e-commerce path. Our specialized consultants and innovative tools such as CRM 360, XMS 360, TRADE 360, and most importantly SHOWROOM 360, our online sales platform, accompany you every day in your online business adaptation.
At the intersection of commerce and creativity, C2 Montreal is much more than just a conference. Every year in May, this unique event brings together innovative entrepreneurs, talented creative minds, and business leaders in an environment that encourages reflection and new ideas. Participants discuss the relationship between trade and creativity, and its potential to redefine the business world.
At the intersection of commerce and creativity, C2 Montreal is much more than just a conference. Every year in May, this unique event brings together innovative entrepreneurs, talented creative minds, and business leaders in an environment that encourages reflection and new ideas. Participants discuss the relationship between trade and creativity, and its potential to redefine the business world.
