While working on primary research regarding the customer journey, I’ve been speaking with both consumers and dealerships about the most pressing matters in automotive innovation.  Hearing from both sides has made me realize that there is a bit of a disconnect in their worldviews, and this disconnect is fueling so many of the issues we’re seeing now at dealerships. Consumers Do Not Want the Traditional Dealership Experience As I spoke with consumers, I found that they almost entirely embraced the direct-to-consumer experience across the board when shopping. This frictionless buyer journe ..read more

What is one trend that is more popular than the latest and greatest TikTok dance? Businesses looking to move into the Direct to Consumer (DTC) space. Why? Well, there are many reasons, but one of the top reasons is we as consumers are demanding to have conversations with the brands we love, without all the ‘middlemen,’ so to speak. This, however, creates an age-old debate that manufacturing organizations have always struggled with. Typically, they think, “If I move DTC, my distribution network will pull my products and the revenue and customer loss isn’t worth the risk. Not to mention – we ar ..read more

A significant driver for needing to change platforms is when your business undergoes a significant digital transformation effort. Typically, a company chooses to undertake a digital transformation because they need to change the experiences their customers have with their brand. Usually, that means some amount of change in systems in order. Reason #5: Your Business is undertaking a Digital Transformation The first common type of digital transformation is to provide direct-to-customer (DTC) ordering of goods and services, which bypasses physical stores as the point of shopping and delivery. Fo ..read more

The automotive industry is acutely focused on electrification and defining new standards for emissions. Until recently, electric vehicles were costly to develop and buy, leaving OEMs and customers uncertain of their future potential. Many new technology startups have disrupted the automotive industry by innovating new technologies, reducing battery prices, and creating the potential of commercializing electric vehicles for the masses. The rise of electric vehicles has created two distinct types of original equipment manufacturers (OEMs) in the industry. The first is heritage companies that ma ..read more

Since 1898, the automotive industry has largely relied on the dealership network approach to sell its products. However, the concept of a direct-to-consumer sales model has become a bigger topic of conversation lately. The majority of the discussion hasn’t been about automotive companies opening physical locations or stores of their own to replace the dealerships, but rather about the consumer completing a purchase online and picking up the car at the dealership. Even if customers purchase a car online, there still needs to be some face-to-face interaction, which is a good thing, but with thi ..read more

Today’s customers and patients crave and expect both personalized and convenient shopping experiences. And when given those experiences, consumers tend to buy and be more loyal because there’s less friction in the buying journey. It’s a recipe for direct-to-consumer (DTC) business models to thrive… “Seven in 10 (69%) of Americans made at least one purchase from a DTC brand in the past year.” Diffusion 2021 DTC Purchase Intent Index DTC business models are creating new standards and best practices that all industries should consider, and life sciences brands, in particular, should consider the ..read more

In Part 1 and Part 2 of “The Return of Direct-to-Consumer” series I discussed WHAT direct-to-consumer looks like in 2021, how the definition and opportunities have evolved, and what brands are leading and lagging in the DTC world.  Part 3 of this series outlines the ‘Why’; the benefits to both the business and consumer when a brand goes DTC. Why Consider Going Direct-to-Consumer?  Almost half of manufacturers said direct to consumer sales increased brand awareness and have boosted leads and sales for their channel partners. 27% said they can focus on items that yield the best pr ..read more

  In “fun” news, the FDA wants to know if the use of animation in pharmaceutical advertising affects consumers’ general perception of drugs, as well as the side effects they can cause. According to a Notice posted on the Federal Register website, the FDA is looking to answer the following questions:  How does consumer processing of a DTC prescription drug ad differ depending on whether the ad is live-action, rotoscoped, or animated? Does consumer processing differ depending on whether the sufferer, the disease, or the benefit is the focus of the animation? The FDA will hire an ..read more

In a world where retail has changed and consumers remain at home, how do brands reimagine the task of getting products to customers? In Episode 4 of the What If? So What? podcast, we interview Jon Bostock, best-selling author, innovator, co-founder and CEO of Truman’s and learn how brands that innovate will win in a rapidly changing digital-first economy. Click The Player To Listen to Episode 4 Now Subscribe and Don’t Miss an Episode Apple | Spotify | Amazon | Google | Stitcher Episode Guest Profile Always choosing to go against the grain, Jon Bostock has consistently succeeded at the tough ..read more

Delivering seamless, consistent, and engaging experiences starts with a customer-centered digital strategy. This ongoing series explores the characteristics that make up a great digital strategy and how to deliver powerful brand moments that solidify customer loyalty and drive differentiation for your organization. Innovation is not just about technology As we work with clients, we find a lot of correlation (and often some confusion) between their digital, innovation, and customer experience strategies. Many think innovation relates directly to digital, but technology is only one part of the ..read more