Dealers more important than ever as cars become technologically advanced

Seismic changes to the industry have done little to dilute the vitally important role played by dealers, according to Steve Young, writing in Cox Automotive’s Insight Quarterly.

He insists that consolidation, shifting manufacturer strategies, and the ongoing agency model debate have underpinned the crucial role dealers continue to play in the sector’s evolution.

ICDP managing director Steve Young said: “What these stories highlight is both the opportunities and challenges in automotive retail. A simplistic approach adopted - with expensive external ‘expert’ advice - by some OEM brands and disruptors like Cazoo towards retail has ignored the critical support provided by dealers to keep the wheels turning.”

Young thinks some manufacturers have mistakenly thought the “customer journey” and all buyer needs can be managed by a few “rigidly defined processes”.

“In reality, there are probably more types of customer journey out there than we could ever imagine,” he said.