Consumer behavior is disrupting every facet and category of retail
By Chris H. Petersen
In the United States, the ultimate retail store was the car dealership. It was in fact the only place you could go buy a new car a few years ago. Car dealers staged huge fall events to entice customers to come to the "lot" to look at the new models, as well as promote sales of last year's close-outs. This was a very successful store retail model until the customers went rogue and took control of their shopping experience. Consumers today can research, review, and purchase cars from anywhere, and arrange delivery from any location. Your unparalleled access to information, and freedom of choice of how to engage is totally disrupting the car retailing of the past. From Amazon to Tesla, omnichannel is changing everything about how we shop and buy cars in the US.
Why this is important: Omnichannel is driven by changing consumer behavior patterns, and how they disrupt every facet of traditional retailing. Woe be it to stores that don't realize that omnichannel is the new normal, even for car purchases.