Customers want buying experiences that are easier, faster, and more transparent. 86% of consumers are willing to pay more for a better experience. When it comes to buying a car, 73% will travel farther for a great salesperson, while only 65% will travel farther for the lowest price.
By 2020, customer experience is predicted to overtake price and product as the key differentiator between brands. Companies like Amazon and Zappos continue to raise the bar by delivering better checkout, faster delivery, and greater convenience for customers. As a result of this focus, customers have more control than ever.
99.6% of consumers are dissatisfied with the current car-buying process. It’s long, complex, and painstaking, and they often feel like dealerships are taking advantage of them. Plus, there’s a lot of waiting involved. Today’s consumers hate waiting. We live in a world where instant-gratification is the norm – consumers can buy a product online and have it delivered in less than an hour. And yet, the average buyer spends over 3 hours at the dealership purchasing a car.