Key facts

– Sector: Automotive/used cars
– Format: 6,000 square meters
– Year Opened: 2014
– Store location: Thornton, Colorado.
– Number of stores: 3 stores near Denver, Colorado. – only located in the U.S.
– Product mix: Used cars
– Positioning: A new way to buy and service used automobiles

What is it?

A customer-centric, technology-enabled, used- car dealership that focuses on buying, selling and servicing previously owned cars in a community- based setting. The EchoPark concept was developed by Charlotte, North Carolina-based Sonic Automotive to create a new business model for used-car sales and reinvent the traditional car-buying and service experience. EchoPark Automotive sells a comprehensive selection of used cars, trucks and SUVs, including both domestic and import models. The store is a cross between an Apple Store and a modern hotel lobby, with docked iPads lined up around standing stations, tech-friendly waiting areas and video walls to assist and enhance the shopping, financing and service experience.

Why is it innovative?

Based on the theme “every car deserves a happy owner,” the store concept was developed from the customer’s perspective: a contemporary, low-stress, pre-owned car shopping and service experience designed to build long-term relationships with guests by bringing transparency, ease and speed to all of their retail automotive transactions. Customers can pre-shop on the website or via phone, as well as schedule an appointment online to shop or for service. Upon arrival, customers are assigned an “Experience Guide” – a noncommissioned associate – to help them with their auto needs. the company strives to make a positive impact on the Denver area.
The auto repair center is staffed with highly trained technicians with years of experience working with domestic and import manufacturers. The store offers a plethora of services – from routine oil changes and tire rotations to managing serious mechanical and electrical issues.

The hub store, located in Thornton, Colorado, has around 300 vehicles in stock, while other smaller, neighborhood locations have around 40 vehicles, or fewer, on hand. EchoPark features private-label retail financing. Stores also receive flat fees from lenders. Customers are able to build their own payment plans. EchoPark’s role in the community is a key focus and

Ebeltoft Group experts’ conclusion:

EchoPark is a shining example of how to differentiate the customer experience by integrating innovative retail strategies from outside the auto industry and successfully integrating technology into the customer experience. From low-pressure sales strategy to top- notch technology, Sonic has designed a format to create customers for life.