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Marti EulbergDirector, Brand ManagementSonic Automotive
EchoPark Automotive. 10-14-15
Automotive News Best Dealerships to
Work at…
What I learned about
retailing during my trek
across the United States
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The Research.
The Road Traveled…..
11 STATES
21 CITIES
15,377 MILES
30 MYSTERY SHOPS
70 HOURS OF VIDEO
30 SALES PEOPLE
ONLY 3 FOLLOW- UPS…
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Mystery Shop Research
• Research confirmed time and again, what we believed
we knew about the business when we started.
• It confirmed that it is high time for this business
to evolve.
• No industry can expect to operate unchanged
decade after decade in the modern world.
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What Customer’s Want
• Find their vehicle match
• Know that they have made a good choice when
buying a vehicle, selling their vehicle or servicing
their vehicle in an open and transparent way
• To be a happy owner throughout the journey
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Consumer Pain Points
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What is the real challenge?
1. Building an automotive business that bears little
resemblance to the familiar conventions of the category.
2. Designing the EchoPark customer experience from the
ground up for the needs of the modern retail consumer.
3. Every last detail, from architecture of our stores, to the
technology that enables guests to self-guide their
journey, is an exciting yet unfamiliar leap away from what
consumers expect from the automotive category.
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Experience Guide Technology (iPads)
• Tends to dissolve competitive barrier between Guest and Guide
• Tangible tool of openness and transparency
• Draws the guest into the process
• Displays information perceived as highly credible
• Speeds up information sharing
• Minimalizes the need for back and forth interaction with other personnel
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Customer Experience
EchoPark is turning guests into happy owners through
a customer experience that is:
• Enjoyable
• Empowering
• Easy
• Open
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