1.
THE
AUTOMOTIVE CX
DEBRIEF
PSFK
Driving A New Vision For
Direct-To-Consumer Sales
OVERVIEW

2.
Access the full report at: psfk.com/report/automotive-cx-debrief
Become A Member To Get The Full Report!
PSFK’s Automotive CX Debrief explores how automotive brands are
leveraging the tactics of direct-to-consumer brands to transform the
way vehicles are marketed and sold in a digital-first context and
reframe customer relationships around meaningful loyalty. This
report provides best-in-class examples and actionable insights on
how to elevate the automotive customer experience to ensure that it
keeps pace with rapidly changing consumer expectations.
The 30+ page report includes:
• Key insights on the new desires of automotive shoppers and the
challenges posed by the traditional automotive retail model
• 5 initiatives that will help automotive manufacturers and dealers
remove friction, add value and build long-term loyalty
• 6 trends-based pillars of engaging automotive CX supported by 18
exemplary case studies
• 1 in-depth interview with a pioneer of DTC automotive retail

3.
Today’s Automotive Consumers…
Keeping Pace With New Consumer Expectations
1. Have a growing interest in purchasing online
2. Demand a consistent, recognized experience, no matter the channel
3. Expect the purchase and ownership experience to be hassle free
4. Are starting to look beyond vehicle ownership to access
5. Desire an ongoing relationship that is reciprocal, not transactional

4.
1. The traditional distribution model seems complicated and outdated
Bumps In The Road For Automotive Retail
2. The customer journey is fractured between online and offline
3. A lack of price transparency makes it difficult to comparison shop
4. Applying for financing is confusing and opaque
5. Owning and leasing are long-term commitments
6. Getting a car serviced is a hassle
7. The post-purchase relationship is focused on troubleshooting, not loyalty

5.
6 Pillars Of The New
Automotive CX
1. Dynamic Outreach
2. Immersive Sales Support
3. Front-Door Dealerships
4. All-Inclusive Subscriptions
5. Incentivized Ownership
6. Service Ecosystem

6.
Access the full report at: psfk.com/report/automotive-cx-debrief
Become A Member To Get The Full Report!
PSFK’s Automotive CX Debrief explores how automotive brands are
leveraging the tactics of direct-to-consumer brands to transform the
way vehicles are marketed and sold in a digital-first context and
reframe customer relationships around meaningful loyalty. This
report provides best-in-class examples and actionable insights on
how to elevate the automotive customer experience to ensure that it
keeps pace with rapidly changing consumer expectations.
The 30+ page report includes:
• Key insights on the new desires of automotive shoppers and the
challenges posed by the traditional automotive retail model
• 5 initiatives that will help automotive manufacturers and dealers
remove friction, add value and build long-term loyalty
• 6 trends-based pillars of engaging automotive CX supported by 18
exemplary case studies
• 1 in-depth interview with a pioneer of DTC automotive retail

7.
THE
AUTOMOTIVE CX
DEBRIEF
PSFK
Driving A New Vision For
Direct-To-Consumer Sales
OVERVIEW
psfk.com/automotive-cx-debrief