Case Study: Lexus Sweden builds brand trust and boosts customer engagement with Bazaarvoice Conversations

Lexus Sweden Builds Brand Trust Through Customer Conversations

Lexus Sweden, the luxury automotive brand, partnered with Bazaarvoice in 2010 to bring authentic customer voices into its marketing. Faced with the challenge of building brand trust and loyalty through more credible, customer-centric communications, Lexus became the first automaker in Europe to use reviews in public-facing marketing in 2011.

Using Bazaarvoice Conversations, Lexus published customer reviews across its website, dealer sites, social channels and traditional media, creating a transparent feedback loop with customers and retailers. The result: visitors who engaged with reviews had 35% more page views and spent 122% more time on the site; reviewers gave an average rating of 4.7/5 and 99% said they would recommend their Lexus—helping drive authenticity, improve services and grow customer advocacy.

Lexus

Anders Drakenberg

Marketing Manager, Lexus Sweden