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How Tesla capitalizes on four components of great consumer experience
Tesla may have the edge over other automakers as they make the transition to autonomous vehicles, machine learning, and cloud-based engineering. That’s because Tesla doesn’t sacrifice the thrill of driving for the ease and entertainment of mobility technology.
A new study by Group XP indicates that automakers may be failing to maintain relevance as consumer expectations turn to constant influxes of fresh engagement moments. The report, which was produced by a partnership among Brand Union, FITCH, SET, and SET Live, explores innovations in design, connectivity, and service as the key imperatives that prompt success for mobility brands. The consulting group says that consumers today feel that their lives are defined by experiences, and now, more than ever in our consumer-driven society, people are as demanding of an experience as they are of a purchase.
Businesses that have responded to this shift in expectation are flourishing, and automakers who fail to produce a vehicle that helps consumers “completely re-imagine the process of how we get from A to B” may fall significantly behind in the industry. With cars projected to transform “from being single-serving modes of transport into hyper-customizable, seamless extensions of living space,” an automaker like Tesla has been well ahead of others with its all-electric car’s visual appeal, the company’s fervent fanbase, the records for performance and quality, and for technology innovations like the Autopilot function.
How does Tesla perform according to four components of great experience brands?
The Group XP Experience Index ranks what has been called the most important marketing metric going forward: Share of Experience. Let’s see how Tesla performs.
They must stand for something unique. Tesla has never been just a carmaker, and its broad business goals make it stand apart from other automakers. The company will “build the machines that build the machine” through Gigafactory 1 in Nevada. It is a company that also builds Supercharger networks, solar roofs, battery packs for residences and businesses, and maybe even tunnel boring. No other automaker has the extensive business outreach of Tesla.
Aerial photos of Gigafactory 1 from March, 2017 reveal newly completed sections
They must deliver on our most important needs. In our high tech and often stress-filled society, people crave reliability and simplicity alongside careful construction and design. Consumers want to turn to a company that has mastered faultless execution to become a default platform brand that inspires and returns trust. Tesla knows and respects the needs of its customers and creates relationships that are amazingly personal for such a huge company. Part of that relationship-building comes from delivering a product that is exceptional in the marketplace and assertively visionary. It also offers a car that retains the traditional desired elements of suspension, acceleration, and torque.
They must provide us with exemplary content. Tesla’s user interface revolutionized the way that drivers interact with an automobile. Instead of a traditional reliance on analog buttons and switches, Tesla has provided its customers with an incredibly different interior design. Their approach has had a disruptive influence on the auto industry. The 17″ center stack touchscreen, “Easter eggs” that spark curiosity, an operating system that gets frequent wireless updates, frequently upgraded Autopilot system: all provide Tesla customers with a level of content they’ve come to expect from their smartphones.
Tesla Easter Egg transforms the vehicle into the James Bond 007 Submarine
They must utilize a higher brand purpose to make all of our future lives better. The overarching purpose of Tesla has always been to “help expedite the move from a mine-and-burn hydrocarbon economy towards a solar electric economy” as a primary sustainable solution to the planet’s warming. A Tesla driver who travels less than 350 miles per week is “energy positive” with respect to personal transportation, actually putting more energy back into the system than is consumed in transportation. Tesla co-markets sustainable energy products from other companies along with their car. All of these and more create a company who business model exceeds profitability and will have a lasting impact on our world.
As transportation becomes less intrusive, some automotive brands risk innovating themselves out of the brand equity due to their inability to meet the four elements of shared experience that today’s customers expect. Tesla, instead of adapting a metal exterior to a series of tech applications, has integrated sustainability into performance and identity. It’s an equation that other automakers are hurrying to emulate.
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Tesla China’s domestic sales fell 4.8% in 2025, but it’s not doom and gloom
Despite the full-year dip, Tesla finished the year with record domestic sales in December.
Tesla posted 625,698 retail vehicle sales in China in 2025, marking a 4.8% year-on-year decline as the EV maker navigated an increasingly competitive EV market and a major production transition for its best-selling vehicle.
Despite the full-year dip, Tesla finished the year with record domestic sales in December.
Retail sales slip amid Model Y transition
Tesla’s 2025 retail sales in China were down from 657,102 units in 2024, when the company ranked third in the country’s new energy vehicle (NEV) market with a 6.0% share. In 2025, Tesla’s share slipped to 4.9%, placing it fifth overall, as noted in a CNEV Post report.
Part of the decline seemed tied to operational disruptions early in the year. Tesla implemented a changeover to the new Tesla Model Y in the first quarter of 2025, which required temporary production pauses at Giga Shanghai. That downtime reduced vehicle availability early during the year, weighing on the company’s retail volumes in China and in areas supplied by Giga Shanghai’s exports.
China remained one of Tesla’s largest markets, accounting for 38.24% of its global deliveries of 1.64 million vehicles in 2025. However, the company also saw exports from Giga Shanghai fall to 226,034 units, down nearly 13% year-on-year. It remains to be seen how much of this could be attributed to the Model Y changeover and how much could be attributed to other factors.
Strong December 2025 finish
While the full-year picture showed some contraction, Tesla closed 2025 on a high note. According to data from the China Passenger Car Association (CPCA), Tesla China delivered a record 93,843 vehicles domestically in China in December, its highest monthly total ever. That figure was up 13.2% from a year earlier and 28.3% higher than November.
The surge was driven in part by Tesla prioritizing domestic deliveries late in the year, allowing buyers to lock in favorable purchase tax policies. In December alone, Tesla captured 7.0% of China’s NEV market and a notable 12.0% share of the country’s battery-electric segment.
On a wholesale basis, Tesla China sold 851,732 vehicles in 2025, down 7.1% year-on-year. From this number, 97,171 were from December 2025 alone. Tesla Model 3 wholesale figures reached 312,738 units, a year-over-year decrease of 13.12%. The Tesla Model Y’s wholesale figures for 2025 were 538,994 units, down 3.18% year-over-year.
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Tesla Robovan’s likely first real-world use teased by Boring Company President
As per the executive, the vehicle will be used to move large crowds through Las Vegas during major events.
The Boring Company President Steve Davis has shared the most likely first real-world use for Tesla’s Robovan.
As per the executive, the vehicle will be used to move large crowds through Las Vegas during major events.
Tesla Robovan for high-demand events
During a feature with the Las Vegas Review-Journal, Boring Company President Steve Davis stated that the Tesla Robovan will be used in Sin City once the Vegas Loop expands across the Strip and downtown and the fleet grows to about 1,200 Teslas.
At that scale, Robovans would primarily be deployed during predictable surges, such as game days and large shows, when many riders are traveling to the same destination at the same time.
“The second you have four (passengers) and you have to start stopping, the best thing you can do is put your smallest vehicle in, which is a car. But if you know people are going to the stadium because of a game, you’ll know an hour before, two hours before, that a lot of people are going to a game or a Sphere show, if you are smart about it, that’s when you put a high occupancy vehicle in, that’s when you put the Robovan in,” Davis said.
Vegas Loop expansion
Steve Davis’s Robovan comment comes amid The Boring Company’s efforts to expand the Vegas Loop’s airport service. Phase 1 of rides to Harry Reid International Airport began last month, allowing passengers to travel from existing Loop stations such as Resorts World, Encore, Westgate, and the Las Vegas Convention Center.
Phase 2 will add a 2.2-mile dual-direction tunnel from Westgate to Paradise Road. That section is expected to open within months and will allow speeds of up to 60 mph on parts of the route, while expanding the fleet to around 160 vehicles.
Future phases are expected to extend tunnels closer to airport terminals and add multiple stations along University Center Drive. At this point, the system’s fleet is expected to grow close to 300 Teslas. The final phase, an underground airport station, was described by Davis as the system’s “holy grail.” This, however, has no definite timeframe as of yet.
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Tesla seeks engineer to make its iOS Robotaxi app feel “magical”
It appears that Tesla is hard at work in ensuring that users of its Robotaxi service are provided with the best user experience possible.
Tesla is hiring an iOS Engineer for its Robotaxi app team, with the job posting emphasizing the creation of polished experiences that make the service not just functional, but “magical.”
Needless to say, it appears that Tesla is hard at work in ensuring that users of its Robotaxi service are provided with the best user experience possible.
Robotaxi App features
As observed by Tesla community members, Tesla has gone live with a job listing for an iOS Engineer for its Robotaxi App. The job listing mentions the development of a “core mobile experience that enables customers to summon, track, and interact with a driverless vehicle. From requesting a ride to enabling frictionless entry, from trip planning to real-time vehicle status and media control.”
Interestingly enough, the job listing also mentioned the creation of polished experiences that make the Robotaxi more than just functional. “You will take full ownership of features—from architecture design to robust implementation—delivering delightful and polished experiences that make Robotaxi not just functional, but magical,” Tesla noted in its job listing.
Apple’s “magical” marketing
Tesla’s use of the word “magical” when referring to the Robotaxi app mirrors the marketing used by Apple for some of its key products. Apple typically uses the word when referring to products or solutions that transform complex technology into something that feels effortless, simple, and natural to daily life. Products such as the AirPods’ seamless pairing with the iPhone and FaceID’s complex yet simple-to-use security system have received Apple’s “magical” branding.
With this in mind, Tesla seems intent on developing a Robotaxi app that is sophisticated, but still very easy to use. Tesla already has extensive experience in this area, with the Tesla App consistently being hailed by users as one of the best in its segment. If Tesla succeeds in making the Robotaxi app worthy of its “magical” branding, then it wouldn’t be a surprise if the service sees rapid adoption even among mainstream consumers.
Tesla China’s domestic sales fell 4.8% in 2025, but it’s not doom and gloom
Tesla Robovan’s likely first real-world use teased by Boring Company President
