General Manager - Retail Development
Barry Money insists that the Japanese innovation concepts of kaizen and kaikaku represent the twin competitive engines for a cramped automotive market. With Toyota already hailed as a classic model of both disruptive and incremental innovation, Money says the most urgent challenge is to direct disruptive strategies toward creating lifelong customers, and to transforming the used vehicle market.
Scores of dealerships in Australia are already reaping the rewards of offering personalized benefits to repeat customers, driven by integrated big data tools, and a laser-focus on loyalty. While some brands are offering car sales directly online, Toyota is using digital resources to enrich person-to-person relationships throughout the dealer network, including an innovative sales and service collaboration.
Money tells BPI that other connectivity technologies are also being piloted. However – having worked everywhere from the production line to the logistics desk at Toyota – Money believes that trust remains the one truly indispensable asset.
To learn more about how Toyota is embracing “kaikaku” innovation to transform car markets check out this feature commentary.