The introduction of the agency model presents fundamental challenges for both automakers and dealers. Manufacturers are striving for data sovereignty and closer customer loyalty through direct-to-consumer models, while retailers must redefine their role in the customer relationship. At the same time, customers’ expectations for a seamless, personalized, and digital customer experience are rising.
Retailers, in particular, are faced with the question: How can they strengthen their position in an increasingly digitized and centralized sales system? Competition for visibility and relevance along the customer journey, from the initial information phase to aftercare, is becoming stronger. Furthermore, it is important to adapt to the new demands of digital tools, hybrid sales strategies, and the growing importance of electromobility.
It is crucial to actively shape this development to ensure future success and use competitive advantages. In our view, this includes, in particular:
- Strengthening your own brand to secure and expand your customer base
- Uncompromising customer focus to build proximity to the customer as a strength, and increase customer satisfaction and loyalty
- Identifying opportunities along the customer journey to significantly increase conversion and sales
- Development of new business models to expand business potential