There’s a lot of information hidden in the details, but the primary point made is that Lexus will start to take on some characteristics of Scion, particularly in the way it deals with younger customers:
We’re learning about what young people want,” says Templin…“And that gives us a glimpse into the future. We can see what our future looks like by looking back and seeing what those people want today.
“The reality is, we’re all going to become like those young people. They’re not going to become like us.”
What Scion buyers want – and future Lexus customers will desire, as well – is a quicker purchasing and no-fuss service experience.
“Time is very important for them,” Templeton says of the Scion customer. “So we have to figure out how to speed up the process for them, whether it’s buying the car or whether it’s the parts and services side of the business. Those are important things.”
What’s interesting is how Templin plans to introduce these elements into the Lexus experience, with the most notable being “around-the-clock service facilities”. I can’t even imagine how difficult it would be to pull this off, though it’s an easy statement to misinterpret. It could mean that servicing and repair could be put on a 24-hour schedule, and not that it would be possible to get an oil change at three in the morning. But who knows? It would certainly be a one-of-a-kind service, that’s for sure.
It’s an indepth interview, and very interesting to read.