DealershipsEast Asia

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 …
AwardsDealershipsUSA

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 …
DealershipsEast Asia

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 …
AwardsDealershipsJapan

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 …
AwardsDealershipsIn the NewsUSA

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 …
BrandingDealershipsSales Reports

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 …
AudioDealershipsModsTech

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 …
AwardsDealershipsUSA

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 …
DealershipsPhotosUSA

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 …
DealershipsUSA

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 …
DealershipsJapan

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 …
DealershipsJapan

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 …
DealershipsUSA

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 …