First, "it has created a high expectation of technology innovation," he said, "by which I mean that technology that is more seamless and easy-to-use. No manuals. One-click transparency."
Second, the Internet has changed "expectations of service availability to 24/7: if customers want to arrange a service appointment or get inventory information at 2 a.m. on Sunday, that's when you and the dealer have to deliver."
Third, Redmond said, "customers expect the Internet to provide more than just information. They also want to build an interactive relationship that goes beyond just the buying experience. They expect to stay connected for the entire duration of the ownership."
Lastly, "We're just starting to discover expectations for in-vehicle communication, or telematics. Again, you'll be hearing about this later."
All those trends have been around for a while, Redmond said, but there are also some interesting ones coming over the horizon.
The first burgeoning trend involves the growing interest in buying an experience rather than a product, which manifests itself in such things as going on a cruise rather than just taking a vacation. "Experience is becoming a new business paradigm," Redmond said, and it's "reflected in everything from Euro Disney to karaoke to multiplex entertainment centers. And now, consumers have begun to expect everything to be a 'Wow' experience, including buying or servicing a vehicle."