Fidest – Agenzia giornalistica/press agency

Quotidiano di informazione – Anno 33 n° 348

Comment by Sarwant Singh, Frost & Sullivan, on Lexus Announcing the Opening of a Luxury Brand Experience Space in Tokyo

Posted by fidest press agency su venerdì, 23 agosto 2013

London “The future of car retailing is very much omni-channel, eRetailing and creating a digital experience. The role of dealerships therefore, needs to evolve to create a unique customer experience when they visit them.Audi has been one of the first to respond with the AudiCity concept that will be rolled out to over 20 cities. Similarly, Daimler and BMW have also taken a lead in opening flag ship stores in major cities like Paris and London. BMW will even sell the new i3 through the internet. Japanese luxury brands on the other hand have so far lagged behind the German premium brands, and they are now fast catching up.All major retail industries have evolved to embrace the new omni channel strategy. We have seen the disappearance of major retail stores like Borders in US and Comet and Woolworths in the UK. The question is how long before this trend impacts the car industry which has huge investments in brick and mortar retailing.Lexus seems to have gone more for a brand experience centre creating a fusion of art, fashion and culture within a store. This seems like a contrary move when compared to Audi, which has gone for a digital customer experience and which is something we expect more in the future from OEMs. It is understandable however, if you see customer satisfaction statistics. Lexus always comes out on top in the US for being the best in class brand for delighting the customer experience at the dealership. They seem to be taking it to the next level. “Sarwant Singh is Senior Partner and Global Practice Director Automotive & Transportation at Global Growth Consultants Frost & Sullivan.
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants.Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation. The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

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