The pandemic has taught us that flexibility is key. The struggles over the last 2 years have forced consumers to adopt to a new way of purchasing. In our daily lives, online ordering and shopping has become more prevalent than ever. The consumer journey has modernized from what it once was — especially in the auto industry. The dealers that have continued to be successful are adapting to this change by listening to their customers' need for technological collaboration.

As you look ahead, it's important to make sure your dealership is implementing the following processes and technologies.

1. A Hybrid Approach

Connecting the dots from online to in-store to virtual is crucial for delivering the ultimate experience. While 80% of shoppers start their journey online, 68% still want to come to the dealership to finalize the deal in store¹.

2. A Trusted and Familiar Experience

While consumers have adjusted to the times and are more open to engaging in texting and video calls, the one thing that has stayed the same is the feeling of trust. In fact, 54% of consumers say that they would buy from dealerships who provide better experiences compared to lower prices².

3. Modern Collaboration Tools

Investing in communication and collaboration tools has become the new normal for many dealers. The fact that over 50% of dealers agree they are now actually using technology that was previously available but ignored is a significant shift in their mindset and culture³.

These new expectations of the way both customers and dealers engage with one another are here to stay. The traditional way of purchasing a car has been reshaped but not without consumers still wanting that trusted, familiar experience. To help prepare your dealership, check out our latest e-book, Reshaping Consumer Engagement.

¹ McKenzie Report, 2020
² Cisco / FreeForm Dynamics, 2020
³ AutoTrader