Customer-centric Automotive Retail Strategies and Innovations Along the Customer Journey in Brazil, 2018–2023

Customer-centric Automotive Retail Strategies and Innovations Along the Customer Journey in Brazil, 2018–2023

Omnichannel Presence, with a Profitable Mix of New Retail Formats, which Leverages Digital Solutions is Expected to be Central to a Successful Customer Retail Strategy

RELEASE DATE
22-Apr-2019
REGION
Latin America
Research Code: K2BC-01-00-00-00
SKU: AU01827-LA-MR_23049

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$4,950.00

$3,712.50 save 25 %

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Description

The automotive retail market in Brazil is at the helm of change and is currently being disrupted by a number of transformative shifts, such as newer dealership formats (pop-up stores, experience outlets, online vehicle commerce, virtual live stores), and omnichannel (online-to-offline customer journeys, digital technologies, newer vehicle financing solutions, such as vehicle subscriptions/leasing), new business models in the aftermarket, and personalized customer engagement.

The customer journey is changing, and every section of this journey, from the "consider and research" phase, to the "retention" phase is witnessing innovative solutions/features/strategies. The focus is shifting toward customer-centric solutions, and building an experience/relationship with the user that is cyclic and recurring. Physical stores and offline customer journeys will continue to be central to the future automotive retail process in Brazil. However, these are being drastically affected by disruptions, thereby encouraging changes in role, function, structure, and process flows.

This research service begins by presenting the top transformative trends that are set to impact the future of automotive retail and summarizing the key study findings. It moves on to define the key phases of the customer journey and details the various activities/solutions offered, and the features/technologies for each of the phases, from the OEM perspective. A deep-dive on some of the stand-out examples and benchmarks is then provided. The study covers the entire customer journey from the "Consider & Research" phase, through to "Purchase", "Experience" and "Retention". The study also presents activities and impacts of industry participants apart from the OEM that affect auto retail and customer journey. It looks at aftermarket parts, vehicle services, and used cars. It then concludes with key growth opportunities, strategic imperatives for sustained growth, and top study conclusions.

Key Issues Addressed

  • What are the transformative trends and business disruptions impacting the future of automotive retail in Brazil? What are the customer-centric solutions that various OEMs offer?
  • How is the customer journey changing in Brazil, and what are the key activities the OEMs are performing along the journey? What are the key must-have/nice-to-have features?
  • How are participants outside of the OEM sphere impacting the automotive retail processes? What are some of the new business models and innovations in the space?
  • What are some of the industry benchmarks and best practices when analyzing the future of automotive retail in Brazil?
  • Based on the trends identified, what are the key conclusions and impacts of these on the future auto retail roadmap? What are some of the shifts in strategies that may occur?

Author: Yeswant Abhimanyu

Table of Contents

Executive Summary—Key Findings

Executive Summary—Key Findings (continued)

Transformative Shifts Shaping Automotive Retailing in Brazil

Influence of Key Stakeholders Across the Customer Journey

Impact of Select OEM Standout Trends

New Retail Formats are Reshaping the Automotive Retail Process

Benchmarking OEM Retail Activities

Benchmarking OEM Retail Activities (continued)

New Business Models Impacting Auto Retail & Customer Journey

Companies to Watch (C2W) and Start-up Boom in Automotive Retail

Key Conclusions and Future Outlook

Research Scope

Research Aims and Objectives

Key Questions this Study will Answer

Research Methodology and Background

Research Background

Key OEM Activities during the “Consider and Research” Phase

Virtual Pre-Purchase Experience—Re-thinking Websites to Enhance Interactivity

Virtual Pre-Purchase Experience—Fiat Live Store (Until 2015)

Online Financial Simulators

New Retail Formats—“Pop-Up Stores” & ‘Standalone’ Lifestyle Concept

Key OEM Activities during the “Purchase” Phase

New Retail Formats—Flagship Experience Store and Virtual Static Visitations

Basic Technology Inclusion within Dealerships have an Immense Impact on the Customer, Sales Professionals and Future Business

In-Dealership Technology Revolution

Online Vehicle Commerce

OEM Finance Offers and Banks

OEM Finance Offers and Banks (continued)

Future—Subscription Ownership Models for Vehicles to Drive Demand

Key OEM Activities During the “Experience” Phase

Cognitive Technologies Assisting In-vehicle Experience—Manuals

Future—A Digital Customer Experience Empowered by AI

Digital Vehicle Services

Aftersales Service & Maintenance Advancements

“Reparador” Workshop Website and B2B eCommerce

Aftersales Service & Maintenance Advancements

Fast and Rapid Services

Aftersales Service and Maintenance Advancements

Focus on CRM Activities

CRM Loyalty Programme—Smartphone Apps

Future—Impact of Blockchain

Key OEM Activities During the “Retention” Phase

Cyclic Financial Programmes

CPO Programmes with/o Digital Portals

Used Car eCommerce

New Business Models in Parts & Accessories (P&A)

New Business Models in Parts and Accessories (P&A) Select Examples

Case Example—Canal da Peca

New Business Models in Used Car Retailing

Used Cars—Online/Mobile App Retailing: Select Examples

Case Example—App do Automóvel

New Business Models in Service & Maintenance

Case Example—Easy Carros

Future Technologies in Vehicle Services and Garages

Implication 1—Unbundling of the Dealership Business

Implication 2—New Digital Customer Journey

Implication 3—Future Structure of the Automotive Dealership

Implication 4—Digital KPIs

Implication 4—Digital KPIs (continued)

Growth Opportunity in Automotive Retail

Strategic Imperatives for Success and Growth

Key Conclusions

Legal Disclaimer

Market Engineering Methodology

List of Exhibits

List of Exhibits (continued)

List of Exhibits (continued)

Related Research
The automotive retail market in Brazil is at the helm of change and is currently being disrupted by a number of transformative shifts, such as newer dealership formats (pop-up stores, experience outlets, online vehicle commerce, virtual live stores), and omnichannel (online-to-offline customer journeys, digital technologies, newer vehicle financing solutions, such as vehicle subscriptions/leasing), new business models in the aftermarket, and personalized customer engagement. The customer journey is changing, and every section of this journey, from the "consider and research" phase, to the "retention" phase is witnessing innovative solutions/features/strategies. The focus is shifting toward customer-centric solutions, and building an experience/relationship with the user that is cyclic and recurring. Physical stores and offline customer journeys will continue to be central to the future automotive retail process in Brazil. However, these are being drastically affected by disruptions, thereby encouraging changes in role, function, structure, and process flows. This research service begins by presenting the top transformative trends that are set to impact the future of automotive retail and summarizing the key study findings. It moves on to define the key phases of the customer journey and details the various activities/solutions offered, and the features/technologies for each of the phases, from the OEM perspective. A deep-dive on some of the stand-out examples and benchmarks is then provided. The study covers the entire customer journey from the "Consider & Research" phase, through to "Purchase", "Experience" and "Retention". The study also presents activities and impacts of industry participants apart from the OEM that affect auto retail and customer journey. It looks at aftermarket parts, vehicle services, and used cars. It then concludes with key growth opportunities, strategic imperatives for sustained growth, and top study conclusions.--BEGIN PROMO--

More Information
No Index No
Podcast No
Author Yeswant Abhimanyu
Industries Automotive
WIP Number K2BC-01-00-00-00
Is Prebook No
GPS Codes 9800-A6,9965-A6,9AF6-A6