Value added dealers
Automobile dealers are front line of customer service in the auto industry yet it is something that manufactures often have too little control of. It was not until Toyota developed the Lexus brand in America did we understand how much dealers can affect the perceived value of a vehicle. The question for many (especially luxury) automobiles makes is how manage and implement better quality dealers. There are multiple examples of turning dealers from sales forces to a value added process even before the car is sold.
Lexus originated their dealer experience to provide something beyond what anyone else had. It started by sales staff training that was regulated by the manufactory and a strict policy on warranty service. They followed up with constant surveys of customers that is the standard today in the industry. They also created a dealership that felt more like Nordstrom’s than a Wal-Mart. The result is people began to expect quality for the service of Lexus.......
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