As we emerge blinking into the light, through the proverbial dust cloud of the asteroid of COVID-19, what will it take to make sure that automotive brands are on the right side of the competition during recovery? How to set up organizations to navigate what is undoubtedly an uncertain and rapidly shifting future is an existential question for many. How do brands ensure they are the nimble and adaptable mammal, as opposed to the lumbering dinosaur?
There's been plenty of discussion around the impacts of the pandemic. Consumer behavior shifts can be viewed in two categories: the acceleration of existing trends and the emergence of new COVID-19 specific ones.
Existing trends include increasing demand for convenience in the retail and servicing experience. Our own research with a leading automaker shows a 6 percent increase in comfort with purchasing a vehicle completely online as a result of COVID-19. In addition, there has been clear growth o…