Chris Denove and James D. Power IV, son of the founder of J.D. Power and Associates, wrote a book: Satisfaction: How Every Great Company Listens to the Voice of the Customer, which details how Lexus established itself as a leader in customer satisfaction among car buyers...
Snippet: Toyota was undaunted. It set out to redefine luxury beyond the traditional attributes of leather trim and a powerful engine. To Lexus, luxury would be defined by the total ownership experience, including a defect-free vehicle coupled with great dealer service.
Sounds pretty obvious now, but this was a new way of thinking 20 years ago, and something totally alien to other luxury car makers.
Sounds pretty obvious now, but this was a new way of thinking 20 years ago, and something totally alien to other luxury car makers.
ateixeira says:
09:05 AM, 03/29/06
I remember that for an early recall they flew technicians out to the homes of some owners that lived in remote locations. Talk about customer service! They deserve that reputation.
billt9 says:
10:18 PM, 04/ 2/06
Listening to customers is overrated. I'm too busy to listen to their nonsense about every little chipped fingernail. I have a brothel appointment at 6:00. Leave me alone.