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Lexus Uses Gifts as a Part of Excellent Customer Service


I just received a marketing letter with a couple great examples of how Lexus created brand loyalty by offering superior customer service, and actually delivering on their stated goal of “treating each customer as we would a guest in our home.” In one example, a promotional gift added to the overall experience:

“Shortly after launching the inaugural LS 400 sedan nearly 20 years ago, Lexus discovered that about 3,000 cars had minor technical problems. The company responded by sending small teams of executives to visit each customer at home. They apologized in person and offered a gift while a Lexus technician resolved the mechanical glitches right there in the customer’s driveway.”


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