汽车零部件零售业的未来：驱动变革——汽车零部件零售商处于创新与适应的十字路口

Auto parts retailers at the crossroadsof innovation and adaptation Contents Introduction3 Seamless solutions:6Beyond parts, a complete auto care ecosystem Strategic imperatives for auto parts retailers10Create a connected customer journey10Reinvent the workforce in an age of AI and automation11Build unprecedented supply chain resilience and adaptability12Achieve breakthrough efficiency andeffectiveness13to drive marginsWin the race for relevance: From mass to micro14Building community and loyalty through lifestyle experiences15 Conclusion: Seizing the wheel16 Introduction Buckle up: The retail auto parts industry is not just changing gears; it istransforming into a hybrid of tradition and technology. Beyond the functionalutility of auto parts is a promise of dependable and safe transportation forcustomers, often built on trust that transcends generations. But in today’s rapidlyevolving automotive and consumer landscape, even well-established retailers mayneed to adapt their strategies to remain competitive. Competing demands, such as maintaining affordability and valuewhile simultaneously adopting new technologies and satisfyingcustomer expectations, can be challenging for auto parts retailers.There is a growing list of competitors: national chains, onlinemarketplaces, independent stores, and even original equipmentmanufacturers and other manufacturers selling direct. Customershave access to more and more information that continuously shapestheir shopping behaviors, requiring retailers to adapt and evolve. Inaddition, influence has become a dialogue guided by expert advisersand online communities, amplifying trends and shaping demand inreal time. As a result, auto parts retailers should balance the needfor immediate action with longer-term business model choices toensure future success. Deloitte has invested in an ongoing effort focused on understandingthe Future of Consumer. This future is marked by complexity, speed,and converging economic and social factors that will likely drivechange in the retail marketplace and could disrupt the retail autoparts industry. TheFuture of Consumerresearch has culminated in theidentification of six forces that represent changes that could reshapeconsumer-facing companies and also reveal how the retail auto partsindustry is evolving at an unprecedented pace. While the six forces span a broad range of challenges thatconsumer-facing companies may need to confront in the comingyears, these forces represent an initial wave of transformationfor auto parts retailers. This emerging wave appears to be drivingchange and creating a unique set of issues that are shaping thefuture of the industry. To help them thrive under these conditions, auto parts retailersshould have an understanding of not only these six forces but alsothese dimensions: •Issues:The ways in which the six forces are manifesting today andcreating a set of challenges presently confronting businesses. •Strategic imperatives:The decisive actions that can enablebusinesses to better navigate the issues they are facing today andposition themselves to thrive in the markets of tomorrow. The six forces reshaping the future of the consumer Environmental pressures and theenergy renaissance Exponential xTech The unprecedented customer Like most retailers, the shift to a new generation of highlyconnected and digitally literate consumers is pushingauto parts retailers to a new level of service, blendingdigital convenience with automotive advice. Empoweredby readily available online resources, they may expectseamless omnichannel experiences, transparent pricing,and personalized solutions, whether they’re seasonedDIYers or professional mechanics. In meeting thesedemands, many parts retailers are enhancing theironline platforms with VIN scanning, parts lookup, andrepair guides as well as investing in expert multichannelsupport and compelling loyalty programs. Much of the world stands on the cusp of a technologicalrevolution, with the convergence of multiple technologydomains. Advancements in artificial intelligence, robotics,3D printing, and new materials are reshaping the sector.Retailers must strategically leverage these advancesto create new services, boost efficiency, and enhancecustomer experience. Simultaneously, evolving vehicletechnologies (ADAS, self-driving, EV, connectivity) areimpacting the auto parts market, demanding new retailstrategies for future growth Rising emissions, temperatures, and extreme weatherare a current reality for the auto parts industry.Consumer concern about environmental challenges isgrowing, requiring retailers to adapt. Retailers shouldconsider scaling sustainable auto parts adoption,prioritize transparency and ethical sourcing, and buildconsumer confidence in product sustainability. Byprioritizing responsible sourcing, waste reduction,and the support of a low-carbon mobility ecosystem,industry leaders can help steer their businesses towarda more sustainable future. An evolv