Lexus Hull has received the prestigious Kiwami Award for delivering the finest guest experience to its customers. It is among just 10 Lexus European retailers to receive the honour, presented annually.

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 are able to meet and exceed their expectations, and all our team work hard to achieve this goal.”

Lexus has placed the quality of the guest experience at the heart of its business since the brand’s foundation almost 30 years ago, a commitment reflected in the presentation of Kiwami Award to those European retailers who achieve the highest standards.

The award, which takes its name from a Japanese word meaning “ultimate,” demonstrates how the principles of omotenashi hospitality are central to the Lexus brand, influencing not just the design and performance of its luxury vehicles, but also the quality and integrity of its business operations.

True to the best traditions of Japanese hospitality represented by omotenashi, each customer is treated as individual and welcomed by retailers with the courtesy that would be given to a guest in their home. The guest’s needs and preferences are recognised and anticipated with seamless, personal service that goes beyond their expectations.

The 2018 award winners were selected in a two-stage judging process which scrutinised each retailer’s guest experience standards and their overall business performance. To qualify, retailers must be a successful business, with a sound financial structure and performing strongly in line with their business and sales plans. As Lexus five-star retailers, they must demonstrate a commitment to upholding Lexus’ standards in all areas of their business. Only one award is made within each Lexus National Sales and Marketing Company (NMSC).

The successful retailers were presented with the Kiwami Award by Pascal Ruch, Head of Lexus Europe, as part of special series of celebratory events hosted in Marseille last week. He 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 are able to maintain the highest service standards, supported by the dedicated work of everyone in their teams.”


Lexus Press Team

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  • From left to right: Edward Schoofs, GM Sales Operations & Network, Lexus Europe; Steve Kelly, Director, Lexus Hull; Pascal Ruch, Director, Lexus Europe; Ewan Shepherd, Director, Lexus UK; Michael Tripp, GM Communications, Experience & Academy, Lexus Europe.

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  • Lexus Kiwami Award winners.

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