Page 0081

Page 80 MAY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

The common denominator in this extensive

training was the customer experience.

The focus - make it pleasant and, if possible,

eliminate all frictional points of encounter.

Lexus keeps all their showrooms and the repair

facilities clean enough to eat off the floor. They

offer pick-up and delivery for even routine

maintenance as another common practice.

There are new

(or like new)

loaner cars for

those who desire

a car while

theirs is in repair.

Lexus goes

one step further

with follow-up

phone calls,

sporadic calls to see "how you like the car," and

an 800 number for 24 hour road service just in

case it is ever needed.

For years, customers had learned to accept less

from car dealers. Researchers showed that

Lexus not only ought to be able to achieve a

100% satisfaction level, they could exceed it

without going overboard. Their definition of a

perfect car experience was actually higher than

the consumers'. So, Lexus aimed to deliver

110% while the consumer expected 85%. The

result - extraordinary customer satisfaction. Of

course, it helps when your product is a stateof-the-art,

very low maintenance, extraordinary

quality automobile. And this high quality allowed

extraordinary promises be made

through advertising, promotion and publicity

when the car was first introduced. �

Protect Yourself

and Your Business

Affordable insurance for retailers and wholesalers

> FREE ONLINE QUOTES <

Hiscox Group has over 100 years experience in insuring businesses

General Liability

• Cyber Liability

• Fidelity Bonding

Professional Liability

• Data Breach

• Bundled Packages

Errors & Omissions

• Workers Comp

• Umbrella Policies

www.protectionplans.net Custom Tailored

Just For Your Business

Index

  1. Page 0081
  2. Page 0081
  3. Page 0081
  4. Page 0081
  5. Page 0081
  6. Page 0081
  7. Page 0081
  8. Page 0081
  9. Page 0081
  10. Page 0081
  11. Page 0081
  12. Page 0081
  13. Page 0081
  14. Page 0081
  15. Page 0081
  16. Page 0081
  17. Page 0081
  18. Page 0081
  19. Page 0081
  20. Page 0081
  21. Page 0081
  22. Page 0081
  23. Page 0081
  24. Page 0081
  25. Page 0081
  26. Page 0081
  27. Page 0081
  28. Page 0081
  29. Page 0081
  30. Page 0081
  31. Page 0081
  32. Page 0081
  33. Page 0081
  34. Page 0081
  35. Page 0081
  36. Page 0081
  37. Page 0081
  38. Page 0081
  39. Page 0081
  40. Page 0081
  41. Page 0081
  42. Page 0081
  43. Page 0081
  44. Page 0081
  45. Page 0081
  46. Page 0081
  47. Page 0081
  48. Page 0081
  49. Page 0081
  50. Page 0081
  51. Page 0081
  52. Page 0081
  53. Page 0081
  54. Page 0081
  55. Page 0081
  56. Page 0081
  57. Page 0081
  58. Page 0081
  59. Page 0081
  60. Page 0081
  61. Page 0081
  62. Page 0081
  63. Page 0081
  64. Page 0081
  65. Page 0081
  66. Page 0081
  67. Page 0081
  68. Page 0081
  69. Page 0081
  70. Page 0081
  71. Page 0081
  72. Page 0081
  73. Page 0081
  74. Page 0081
  75. Page 0081
  76. Page 0081
  77. Page 0081
  78. Page 0081
  79. Page 0081
  80. Page 0081
  81. Page 0081
  82. Page 0081
  83. Page 0081
  84. Page 0081
  85. Page 0081
  86. Page 0081
  87. Page 0081
  88. Page 0081
  89. Page 0081
  90. Page 0081
  91. Page 0081
  92. Page 0081
  93. Page 0081
  94. Page 0081
  95. Page 0081
  96. Page 0081
  97. Page 0081
  98. Page 0081
  99. Page 0081
  100. Page 0081
  101. Page 0081
  102. Page 0081
  103. Page 0081
  104. Page 0081
  105. Page 0081
  106. Page 0081
  107. Page 0081
  108. Page 0081
  109. Page 0081
  110. Page 0081
  111. Page 0081
  112. Page 0081

powered by PageTiger