Lexus boss reveals Japanese company has no plans to switch to online sales
Lexus remains committed to its dealers and says it has “no intention” of moving to fully online sales, according to one of the company’s top European executives.
The Japanese company, which has a very loyal customer base and an often well-ranked dealer network for its service, said it would not follow the high-end brands Volvo and Genesis with a predominantly online sales model.
Pascal Ruch, vice president of the value chain and business planning office at Lexus Europe, said its dealers will continue to play a “key role” in its future and said the company has “no plans “to go completely digital.
He said: “Our current position is that we want to combine both physical and digital experience.
“Of course, we don’t intend to go one way at the moment.”
Ruch, pictured at the 2018 Geneva Motor Show, added, “For us, it’s a 360-degree experience, whether physical or digital, to meet the expectations of Lexus customers.
“In our eyes, retailers and this type of point of sale will always play a key role in a customer’s journey.
Volvo announced earlier this year that its electric vehicles will be sold only online and handed over by dealers, while the new Genesis brand – which will launch in the UK this summer – will have no dealers, but instead will sell cars. vehicles digitally and via factory-owned studios. ‘. To begin with, its only UK site will be in London.
While Lexus remained determined not to limit itself to the web, Ruch acknowledged that “customer expectations are changing” and the company “is seriously considering” changes that may be made in the future.
His comments came to second-generation NX unveiled – the brand’s mid-size SUV, offered only as a hybrid and a new plug-in hybrid.
The NX has played a key role in attracting customers from other premium brands since its launch in 2014, with more than 170,000 sold across Europe since then.
Several other manufacturers are on the verge of launching agency sales models where they will take over the sale of new cars and their dealers will receive a fee for delivering them.
The changes have met with mixed reactions. Sytner boss Darren Edwards written exclusively for the car dealership about how he didn’t like the model.