From website to showroom: VW on blending retail

Car buying behaviour is rapidly changing, with a strong shift online and away from the traditional dealer visit. For Volkswagen, the key to meeting the needs of today's shoppers is to ensure a smooth transition from a buying process that started on the Internet to one that ends in the showroom. Automotive World spoke to Spencer Clayton-Jones, Head of Customer Quality and Network Development for Volkswagen UK, on VW's recipe for the right blend of bricks and clicks.