Carmakers need to “get their head around that retail is important” to deliver on customer experience.
That’s the view of Andy Goss, Vertu chair in Vision 2040, a look at the next 5 years from recruitment consultancy and Ennis & Co.
“Service and Parts are going to get very difficult moving forward because there’s not much to replace on EVs apart from tyres in comparison to the current norm,” said Goss.
“Margins are going to get more difficult and, although governments may hopefully change the glide path of the ZEV mandate or the European equivalents, they’re not going to step back from the final targets.
“Customer experience is fundamental, and there is a huge fulfilment aspect to this, not just demand generation. People are going to be moving out of ICE vehicles for some years to come, and so there’s a duty of care involved in the test drive and ownership experience.
“This is why the retailer is so important, and OEMs need to get their brain around the fact that retail is important,” said Goss
