Monday, August 8, 2022

LEXUS KIWAMI RETAILER AWARDS CELEBRATE ‘ULTIMATE’ IN GUEST EXPERIENCE

  • Awards signal the focus on providing an ’Amazing Experience’ to each customer according to the Lexus philosophy of Omotenashi 
  • European retailers recognised for delivering the ultimate standards of customer care  
  • Exclusive weekend organised in Madrid area to discover All new RX and RZ

Ten outstanding retailers have been recognised in the 2022 Kiwami Awards, which celebrate the highest standards of customer experience in both sales and aftersales across more than 340 retailers in 28 markets.

The awards, now in their sixth year, are an internal initiative rooted in the concept of Omotenashi, the ancient Japanese philosophy of hospitality which centres on treating each customer as if they were a guest in our home, and which influences all aspects of the Lexus brand.  

Digitisation across all retail sectors, accelerated by the Covid pandemic, is changing communication methods and approaches used to support customers. The focus at Lexus remains to provide choice and convenience with a human touch via a seamless integrated Lexus Experience, be it at the centre itself or remotely.

Dealer principals from each successful retailer received their Kiwami awards at a ceremony on July 3rd in Madrid, as part of an exclusive week-end that allowed them to drive the all new RZ and RX and discover the BEV Sport concept just presented at Goodwood Festival of Speed in UK. 

Next to the ten 2022 Kiwami winners, winners from 2021 & 2020 also joined this edition in the absence of rewarding trip the last 2 years. 

A special recognition for their Excellence has been awarded to the first Retailers winning the Kiwami Award for “3 consecutive years”: Lexus Padova (Italy), Lexus Sabadell (Spain) & Lexus Tbilisi (Georgia).

“Taking care of the customer through an experience that is both personal and amazing is at the very heart of the Lexus Brand, and these awards showcase this”, commented Pascal Ruch, TME Vice President in charge of Lexus Europe.

Last year, Lexus ranked again as Number 1 Brand in Customer Service for New Vehicle (NCBS) and after Sales. (IACS)

The winners of the 2022 Kiwami Awards are (in alphabetical order):  

Caucasus Lexus Tbilisi
France Lexus Fréjus
Germany Lexus Osnabrück
Italy Lexus Como
Norway Lexus Tromsø
Poland Lexus Warszawa-Pulawska
Russia Lexus Krasnodar
Spain Lexus Zaragoza
UK Lexus Cambridge
Ukraine Lexus Lviv
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