Jean Marc Leclerc is Assistant Vice-President, Marketing at Honda Canada Inc.
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1) How has the role of Auto Shows shifted over the decades?
Instead of focusing on showcasing the cars, it’s more about showcasing the brand. Attention is paid to setting a brand mood in the displays. In years past it was pretty much just about the vehicles.
The other change point is that it’s evolving from being a show about pure selling. You used to have salespeople manning the booths. Now there are customer service people that answer customer questions, so there’s no perceived pressure to buy or sell at the show.
In a showroom you expect someone to try to sell you something. At the Auto Show, you have the opportunity to take advantage of a more leisurely environment – hang around the booth and have your questions answered, without feeling like you’re being pushed to buy.
2) As you see it, what are the greatest opportunities at the Auto Show?
From a consumer standpoint, it’s shopping under one roof. Otherwise, you’d have to subject yourself to a lot of dealerships. One day at the Auto Show can reveal a number of opportunities and there are certain advantages there to being able to take in what’s new. Going back to my point on branding, a lot of booths also set out to entertain the visitor to make their experience more memorable. There’s lots going on. It’s a fun place to be.
If you’re in the market, there’s no doubt that it’s a really good platform to do the shopping. Ask the questions that aren’t clear from the information sources at hand. You can get that stuff from the horse’s mouth at the show.
Obviously, people also like to see things that may be out of reach like Lamborghinis or old cars. They may not be looking to buy these things for themselves, but it’s a point of interest – of entertainment – for them.
3) Has the digital age impacted how you approach the Auto Show?
Well – not entirely. The Auto Show is also about people wanting to touch, feel, smell and kick the odd tire. This is not an experience that’s easily had in the digital space. In my mind the digital space is valuable for finding information and comparing peoples’ opinions. That being said, the two worlds can co-exist.
I think that what digital does for us is to spread what we are introducing at Auto Shows or events that much more quickly with the proper use of social media.
4) Are you seeing more use of the digital space within the context of the Auto Show?
We’re obviously just in our infancy there. I can say that we use it to broadcast our launch activities on press day. We work with our media and new PR company to put all our material out into a social media setting. If you enter any search terms around the launch of the new Civic, you’ll likely land on that page and be able to view the videos and get the information that was available at the time.
When we launched the Civic we offered some kiosks where the visitor can participate in a community response to the Civic, and also enter a contest to win some prizes. We also use technologies like QR codes to engage the customer at the show.
I know also that some of the motorcycle and power equipment shows we’ve been attending have given customers an opportunity to get on the CBR250R – a new bike we’re launching – and lean the bike into a twisting road. They can also take pictures to take away with them. But again, the bike is physically present, so these digital opportunities feel that much richer.
5) How is the Auto Show different from the POS Auto Mall?
At the Auto Mall you still have to jump from store to store. You’re going to be assigned to a sales person. Some will be more forceful than others in asking for the sale. There’s nothing wrong with that. But it depends on the part of the shopping or buying process you’re in.
It’s also about time management. You would have to invest more time if you were going to try to get the same experience in the Auto Mall. Like the Auto Show, there are a lot of stores in the Auto Mall, but it would take you a lot longer to get the information you’re looking for.
On the flip side, I think there are certain advantages to the Auto Mall. If you’re looking for a test drive, that’s where that would happen, but that’s probably happening when you’ve already narrowed down your selections to 2 or 3. You can’t get that at the Auto Show for the most part. I know that there have been some attempts in the past to make that a part of the show, but it’s very difficult logistically to make that happen.
6) Why do big brands bother to display? What’s in it for you guys?
Well, a lot of people show up. But you have to be there. It’s an event where everyone is given an opportunity to participate and you need to put your best foot forward in informing people about what your brand – and your cars – are all about.
Obviously, the ROI is very difficult to measure, although we are doing things today that were not possible a few years ago, like some data capture to communicate with our visitors.
7) So a little more on your return on investment – do you find that there’s a surge of interest in your dealerships almost immediately after the event?
There used to be. Five, six even seven years ago there would be a decline in January or February, and then the Toronto Auto Show would sort of kickstart the selling season. The theory was that people would show up at the show, make some selections, and create traffic into the showrooms.
Again, precise ROI is hard to measure. There are so many more variables at play than just the Auto Show. As you advance in the year – the offers get more aggressive from some manufacturers. So the Auto Show is more about upping the ante on the tactical side.
The data capture process that we’re employing now will give us a better chance at putting a dollar figure against our return on investment. If we put visitors into the CRM funnel and gauge their habits, we’ll be better able to justify more investment in the Auto Show. Or on the flip side, we might learn that we need to pull back a little bit.
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