• 10 Lexus European retailers receive 2018 Kiwami Awards for achieving the highest standards of guest experience

  • Awards recognise how the principles of Lexus omotenashi deliver service tailor-made to each customer’s requirements

  • Honours presented by Pascal Ruch, Head of Lexus Europe, at a special ceremony held on June 1 in Marseille, France

Lexus has placed guest experience at the heart of its business since the brand’s foundation almost 30 years ago, a commitment reflected in the annual presentation of Kiwami Award to those European retailers who achieve the highest standards. Today,10 businesses from among more than 300 Lexus centres across Europe have been honoured for their excellence.

The Kiwami 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).

Dealer principals from the successful retailers were presented with the Kiwami Award by Pascal Ruch, Head of Lexus Europe, at a ceremony hosted on June 1st in Marseille, France.

Pascal Ruch said: “Lexus’ ambition has not been simply to redefine great guest experience 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.”

The winners of the 2018 Kiwami Award are:

Taavi Lepik, Lexus Tallinn, Estonia

Jean-Marie Degenève, Lexus Annemasse, France

Andreas Stege, Lexus Forum Osnabrück, Germany

Tarcisio Riva, Lexus Como, Italy

Tjeerd Roelofzen, Lexus Amsterdam, Netherlands

Michał Akszak-Okińczyc, Lexus Krakow, Poland

Liliya Dymova , Lexus Levoberezhny, Russia

Joaquín Meseguer, Lexus Sevilla, Spain

Steve Kelly, Lexus Hull, UK

Oleksii Shokh, Lexus DNIPRO Center, Ukraine