While for Rick and Louis the end of the movie Casablaca promised the beginning of a good relationship, car dealers – and with them auto manufacturers – are about to lose their’s with car buyers; mainly because the ‘friendship’ just was not wonderful enough. And the automotive industry is not alone with this predicament. In industry after industry, manufacturers and other incumbents are losing – or have already lost – the direct contact to their end customers, because they had failed building up lasting relationships that were based on value-creating offerings and customer experiences. For the car industry it might not be too late yet. But time is certainly running out.
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