The Pursuit of Perfection: Lexus' Relentless Focus on Customer Service

Lexus revolutionized customer service in the automotive industry, setting new standards for the entire sector. This was exemplified by their response to a minor recall in their first year: instead of asking customers to bring their cars to the dealership, Lexus picked up each affected vehicle, replaced it with a loaner, and returned it after repairs. This level of service was unheard of at the time. Lexus also reimagined the dealership experience, creating environments that felt more like luxury hotels than traditional car showrooms.