VEHICLE retail has been relatively unchanged for the past decades or so. But the pandemic has introduced a host of innovations — mostly online-driven — that mainly reduced physical contact points and thus, reduced the spread of Covid-19.

However, only a tiny fraction of these innovations are still used today. Cars aren't cheap, and most people still want to see a car 'in the metal' before plunking down millions on a depreciating asset. Therefore, the main contact point of the customer and the brand to this day remains the dealership, and it's where customers are able to gain a first impression of what the brand is like.