Customer listening posts at a luxury car dealership

To facilitate listening and learning Park Place Lexus (PPL), a US luxury car dealership and winner of the 2005 Malcolm Baldrige National Quality Award (Small Business Sector), formalised its processes for obtaining input from clients and members. PPL established listening posts / access points for feedback such as: Fireside Chats, Suggestion boxes, Follow-up Calls, Client…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships