September 2018

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Earning and Keeping Your Trust
Lexus earns major awards for something all drivers care about: trust

According to Harvard researchers, you began honing your ability to gauge integrity from a very young age—four or five years old, in fact. And it’s a good thing you started early because research also tells us that putting your trust in the right places plays an enormous role in life’s successes, from choosing a spouse to making significant financial decisions.

With that in mind, we’d like to point out two recent awards[1] that hopefully reaffirm your decision to place your trust in Lexus. They’re both from Kelley Blue Book’s KBB.com, one of the best known and most trusted resources for vehicle pricing and car-buying research.

In addition to helping consumers evaluate cars, Kelley Blue Book’s KBB.com also uses its considerable expertise to bestow an array of annual—not to mention coveted—awards on car brands, and for three years in a row, Lexus has earned two of the agency’s most prestigious accolades: Best Overall Luxury Brand[1] and Most Trusted Luxury Brand.[1]

For the Most Trusted Luxury Brand award this year, the agency cited Lexus’ commitment to dependability as a defining characteristic that extends back to Lexus’ beginnings—a “laser-like focus” that “has helped build a loyal following and high levels of trust throughout the marketplace.”

And in honoring Lexus with its 2018 Best Overall Luxury Brand distinction, Kelley Blue Book’s KBB.com drew attention to Lexus’ “renowned reliability, top notch dealership experience, and class-leading resale values that continue to earn Lexus all the awards, accolades, and devoted repeat buyers.”

The auto industry does, indeed, confer plenty of awards and accolades each year, and Lexus vehicles tend to win a lot of them, but these two distinctions are especially poignant because they recognize something that matters deeply to you—trust.

Lexus has always innately understood the importance of gaining drivers’ confidence through genuine, reliable relationships. It’s not an easy thing to place trust in a personally unfamiliar automaker. And just as it can take time—years even—to establish deep levels of trust in a human relationship, the same goes for developing trust in an auto brand after you’ve made the initial purchase.

This is one reason why Lexus follows extreme quality standards, such as the Takumi craftsmanship system that requires above-and-beyond quality control measures. Just a few examples: micro-millimeter requirements for body panel assembly, inspections of raw materials in their prefabricated stages, and engine inspectors selected for their orchestra-conductor-like ability to discern 20 different sounds at once.

And then there’s the ownership experience, where Lexus has gained a reputation for purposefully carrying its culture of craftsmanship into its relationship with you the driver.

This means Lexus-certified technicians rigorously trained to be the best in the world when it comes to Lexus-vehicle maintenance (after all, that’s all they do); Lexus Genuine parts that meet stringent Lexus-certified engineering tests; and dealership personnel who consider it their core job to <i>exceed</i> your expectations and not just satisfy them.

We’re proud that Kelley Blue Book’s KBB.com has recognized Lexus in the trust department, but what’s most important to us is how you’re feeling about your own Lexus relationship. We appreciate your decision to place your trust in Lexus, and if there’s anything more we can do to continue earning it, please let your Lexus service advisors know.

By Brian Gill


[Legal Disclaimers]

[1] 2016-2018 Kelley Blue Book Brand Image Awards are based on the Brand Watch™ study from Kelley Blue Book Strategic Insights. For more information, visit www.kbb.com. Kelley Blue Book is a registered trademark of Kelley Blue Book Co., Inc.

 

 


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