DealershipsIn the NewsUSA

Lexus USA Tops J.D. Power’s 2011 Customer Service...

Lexus placed first for customer satisfaction among U.S. automotive luxury brands in J.D. Power’s annual Customer Service Index — first, here’s an explanation of what the survey covers: The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the …
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Lexus Ranks #1 in JD Power’s Customer Service Index

J.D. Power and Associates has released the results of its annual Customer Service Index Study (CSI), and Lexus was again the top-ranked luxury brand, plus the #1 brand overall in customer service. According to J.D. Power: The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI …
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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 …
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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 …
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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 …
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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 …
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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 …
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Lexus Wins Big in 2007 Motorist Choice Awards

The Motorist Choice Awards is an annual ranking of vehicles that deliver both the highest customer satisfication and lowest cost of ownership, held by Intellichoice and AutoPacific. For 2007, Lexus came first in a number of categories: Premium Luxury Car: Lexus LS Premium Sports Car: Lexus SC Aspirational Luxury Car: Lexus IS The LS 460 …
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Lexus Places Third in J.D. Power Customer Service Study

Lexus has ranked third in the 2007 J.D. Power Customer Service Study, coming up behind Jaguar and Buick and tying with Cadillac: The study “measures the customer satisfaction of vehicle owners who visit the dealer service department for maintenance or repair work during the first three years of ownership”, and in its 27th year, is …
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 …