Despite more than a year of pandemic disruption and consumer hesitancy, sales of luxury car brands echo the growth of the S&P 500, demand for used cars and trucks is up 45% and it’s a seller’s market, with demand exceeding supply. In 2020, automotive manufacturers and dealers reinvented digital retail sales while simultaneously dealing with increased demand and decreased customer contact. I had the opportunity to peer into this innovative disruption with Brandon Baldassari, the Head of Sales for Jaguar Land Rover, North America and Gabryel Cossani, whose resume includes customer experience, CRM, and data integration for brands like BMW, Disney Universal, Silver Sea Cruises, and Darden Restaurants.
In one, “absolutely crazy year,” retailers retooled for digital retail and financing, contactless sales and handovers, data-driven decision-making and improved customer experience. Join me for an informative and insightful look at how automotive OEMs and retailers are turning disruption into customer-centric car-buying experiences that build both loyalty and sales.
Listen in as we discuss:
Technology-driven trends in the industry
The impacts of pandemic and EV disruption
Using data to enhance customer experience
Understanding the customer journey and getting the touchpoints with the customer right from start to finish is critical. In the automotive journey, the buying process is a relatively small part of overall ownership and analyzing data can lead to continuous improvement in customer engagement.
—Excerpt from LinkedIn LIVE