Image sourced from blog.lexus.co.uk
A series of celebratory events took place last week for the awards, hosted in Marseille where the successful retailers were presented with the Kiwami Award by Pascal Ruch, head of Lexus Europe.
Ruch said: “Lexus’s ambition has not been simply to redefine what great guest experience means in the automotive industry, but to constantly recognise and respond to changes in customer habits and priorities. By harnessing the concept of omotenashi in developing their business, our European retailers can maintain the highest service standards, supported by the dedicated work of everyone in their teams.”
Kiwami is a Japanese word meaning “ultimate” demonstrating the values of Japanese hospitality or ‘omotenashi’ which is fundamental to the Lexus brand.
The winners were selected after a two-stage judging process analysing each retailer’s guest experience standards and overall business performance.
Steve Kelly, Lexus Director of the John Roe Group said: “This award is a credit to the great team we have at Lexus Hull and our principle of building relationships rather than selling cars. By getting to know our customers well, we can meet and exceed their expectations, and all our team work hard to achieve this goal.”