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The Story Behind the Red Bows

With all this talk of Lexus gift-giving for Christmas, I found myself more interested in the logistics behind it: What if they don’t like the model? Or the color? According to the Houston Chronicle, who looked into the car-giving phenomenon, vehicles can be exchanged if necessary, though there was no mention of people returning the …

Kevin · December 27th, 2007

Lexus Red Bow Christmas Videos

Some people actually do get a Lexus for Christmas — and not only that, but with Youtube, we can watch along: To be honest, I couldn’t even watch the videos all the way through, they’re rather awkward with the yelling and tears. Update: Added another video.

Kevin · December 27th, 2007

The Rise of the Lavish Lexus Dealerships

The Wall Street Journal has an article up about the increasingly lavish Lexus dealerships that are popping up all over the United States. It’s an in-depth and enjoyable article, detailing not only the amenities but explaining the logistics behind such large investments: The Lexus of Palm Beach dealership moved from a much smaller, older facility …

Kevin · December 18th, 2007

Lexus Customer Service Examples

Nancy Fein, Lexus’ Vice-President of Customer Services, recently gave a talk at the Source Media Customer Engagement Symposium, where she discussed how Lexus reacts when things go wrong. Bill Taylor, co-founder of Fast Company and business author, was at the event and recapped the presentation: …what happens when big dreams get mugged by reality? That’s …

Kevin · December 17th, 2007

Lexus Takes Potential IS-F Customers to the Track

Rather than the mass-media marketing campaign expected with the release of a new vehicle, the Lexus IS-F will be promoted in a different fashion — letting potential customers test drive the car on race tracks across the United States: Lexus will try and lure in buyers at the track, said Brian Bolain, Lexus’ national manager …

Kevin · December 17th, 2007

Lexus Announces Assorted 2008 Prices (Plus the 2009 RX 350 Price)

Lexus has set the Manufacturer’s Suggested Retail Prices (MSRP) for an assortment of models, including the 2009 RX 350, which will skip up $100, bringing the front-wheel-drive version to $37,500 and the all-wheel-drive version to $38,900. The 2009 RX 350 is expected in dealerships by early February 2008. Other models see a price bump as …

Kevin · December 14th, 2007

Indonesia’s Lexus Gallery

After years of selling through independent importers, Lexus is now setting up dealerships in Indonesia, which look like an eccentric millionaire’s home on the outside and an art gallery inside. The exterior, I think, may be too wild, though it’s hard to get a full impression from the pasted together image at the top of …

Kevin · December 11th, 2007

Lexus Scores High with Customer Retention

Lexus has ranked second in JD Power’s 2007 Customer Retention Study, retaining 63% of its new car buyers. This was only topped by Toyota, Lexus’ parent company, with 64.6%. This doesn’t surprise me at all, reliability and customer service holds a lot of weight in the minds of most car buyers, and Lexus has excelled …

Kevin · December 7th, 2007

Lexus Considering India Launch

Lexus, along with Alfa Romeo and Hummer, are looking at India as a potential new market, according to The India Times: Japanese car maker, Toyota does not rule out the possibility of launching its high end Lexus brand. Although the volumes will be low, even at that price point we will require a dedicated dealer …

Kevin · December 6th, 2007

Lexus Places First in Japanese Customer Service

Lexus sure knows how to treat their customers, at least according to JD Power. On top of a first place finish in the JD Power Sales Satisfaction Index, Lexus dominated the Japanese Customer Service Index as well: Now in its sixth year, the study identifies five factors that measure customer satisfaction with service performed at …

Kevin · November 15th, 2007

Lexus Tops JD Power’s Sales Satisfaction Index

According to the latest JD Power Sales Satisfaction Index Survey, when it comes to selling cars, Lexus is tops: “Lexus improves by four rank positions from 2006, which is a gain driven primarily by increased customer delight with the dealership facility, salesperson performance and vehicle price,” said Tom Gauer, senior director of automotive retail research …

Kevin · November 14th, 2007

Lexus Introduces the IS-F to Dealers

There isn’t much to this video of the IS-F’s introduction at a Lexus District Dealer Seminar, but if you have a love of screeching tires, this one is going to be hard to beat: Chances are low, but if there’s really only one white IS-F in North America, it’s sure taken a beating. [Via: Club …

Kevin · October 1st, 2007

The Lexus Global Strategy

Lexus, which has focused primarily on the American market since its inception in 1989, has been attempting to grow into the global brand, yet the results have been mixed. The Detroit News has a very interesting article on this topic: In some of the most promising, fast-growing markets such as Russia and China, Lexus is …

Kevin · September 10th, 2007

New Official Lexus iPod Integration Kit

If you’ve been bemoaning the lack of official iPod options in your Lexus, there’s some good news: An iPod Integration Kit, approved by Apple, will be available for all current Lexus and Toyota models in early 2008. Retailing for $300, the kit allows you to use your factory stereo (and any steering wheel controls) to …

Kevin · September 6th, 2007

Lexus Tops American Customer Satisfaction Survey

Lexus has rated first with U.S. car buyers in the University of Michigan’s annual American Customer Satisfaction Index (ACSI), scoring 87 out of a possible 100 points. Rounding out the top five were BMW, Buick, Mercury and Cadillac, all with a score of 86. The telephone survey, which asks car buyers to rate their satisfaction …

Kevin · August 14th, 2007

Photo Tour of the New Lexus of Bellevue Dealership

The newly relocated Lexus of Bellevue is a sprawling, beautifully appointed 275,000-square-foot dealership that takes the concept of customer experience and hits it into the stratosphere. No kidding, here’s a list of some of the more over-the-top features: A set of artificial putting greens A deli (!!!) Gas station on site Standalone automated car wash …

Kevin · July 24th, 2007

Nonsensical Criticism of West Coast Lexus Dealerships

The Truth About Cars has posted up a delusional article today badmouthing the buildings of Lexus dealerships in Newport and Bellevue, then making this grand-sweeping statement about all Lexus dealerships: While Lexus’ “L-Finesse” design language is moving their cars away from cod-Mercedes shapes, the Japanese automaker’s dealership architecture remains heavily influenced by parking garages, government …

Kevin · July 20th, 2007

Lexus Face?

Barry Brownstein, professor of economics and leadership at the University of Baltimore, has served up some criticism of Lexus Japan’s new sales techniques: A “Lexus Face” [a peaceful Ogasawara-style closed mouth smile said to put customers at ease] put on the face of a Lexus employee will fool nobody if either the employee does not …

Kevin · July 14th, 2007

Samurai Warriors = Japanese Lexus Dealers?

From the very start, Lexus strived to elevate their buying experience and customer service above their competitors, it was a defining characteristic, and a very strong reason for their success in the North American market. However, introducing the Lexus brand in their home country has so far been a bitter disappointment. In order to wow …

Kevin · July 9th, 2007

Lexus of Santa Monica Unveils New Showroom

Lexus of Santa Monica has taken the dealership experience to a entirely new stratosphere, installing the cars in a place that looks more like a villa than a showroom, with fountains, a grand piano, chandeliers, and even a cobblestone drive. Quite a departure from the antiseptic look of the usual standard. I’m not entirely sure …

Kevin · June 26th, 2007

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