How the pandemic is accelerating auto dealers’ digital transformation

Customer satisfaction is a big part of dealers’ incentives, and that will remain. How dealers deliver positive experiences, though, will evolve.

Executive Brief

The COVID-19 pandemic is accelerating many changes in consumer behaviors, including the way people buy cars. Customers have long researched new purchases online, but with coronavirus-related lockdowns keeping people at home and out of showrooms, auto manufacturers and dealers alike are quickly accelerating their digital transformation to address a “newfound normal.”

In this Q&A, Ken and Rich discuss how dealers can win customers’ loyalty by delivering a streamlined at-home buying experience, including financing their new car and having it delivered to their doorstep, and the long-term impact that digital sales will have on the dealer business model.