Customer Experience Case Study: How Lexus APAC Creates the Perfect Experience Using Social Media Insights
Customer experience is the sum of every emotional reaction consumers have whenever they encounter the brand. Lexus strives to embody the spirit of Japanese hospitality by delivering amazing experiences to their customers, even at the most unexpected junctures.
The impact of social media on brand reputation
Good or bad, experiences are what customers remember and talk about the brand. Social media has given consumers a louder and more powerful voice. A single experience broadcast online can have a huge impact on the brand's reputation.
With social media monitoring, B2C brands like Lexus are able to identify and respond to potentially negative situations. By doing so, the team ensures that every customer experience is a positive one.
Measuring ROI in a diverse market
Asia Pacific is made up of a diverse range of markets. Digimind Social enables Lexus to identify opportunities to connect and build meaningful relationships by learning about their customers.
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Written by Melissa Chue
Melissa is a digital advocate who loves diving into the latest trends in digital and social media. Since joining Digimind’s marketing team in 2015, she has written studies for over 15 industries in Asia Pacific. When she is not telling stories about data, Melissa can be found exploring her favourite cafes and hangouts on Instagram @chuepachups.