Tag Archives: Lexus

TMRE: The Proof is in the Pudding

We’ve been telling you from the start, TMRE 2013 is the year NOT to miss. From the
180+ rarely seen speakers, 130+ content driven sessions, 100+ cutting edge exhibitors
to the 1200+ attendees,  60% of which are client side, TMRE truly is more
than just an event, it’s a game changer.

But don’t take our word for it, it’s important to hear feedback check out what
your peers have to say about their experience at TMRE as well as why they are
excited for this year’s upcoming experience:

“I’ve attended this conference (TMRE) many times, last
year I tried a different conference and didn’t learn nearly as much – so I’m
excited to be going back! Looking forward to learning all that’s new in the
Market Research world!” – Sheila Dreyer Van Buskirk, Market Research
and Competitive Intelligence Manager, GE Capital Retail Finance
‘TMRE is a staple conference/experience for our organization
in knowledge sharing, networking, and innovation techniques, as well as sharing
our own techniques, knowledge, and findings to the research community. TMRE is
a huge asset to the Artist Analysis & Research Department at Universal
Music Group.”- Alisa Olander, Artist Analysis & Research, Universal
Music Group
‘I found The 2012 Market Research Event to be one of the
most academically and technically stimulating conferences I’ve been to in quite
some time.  Of particular interest was the “Storytelling” track
as we have built our internal Insights Team around this premise.  The
successful research professional of today must elevate their skill sets well
beyond the traditional qualitative and quantitative analytics to include
refined leadership skills, data visualization, and compelling storytelling. 
Looking forward to TMRE 2013!”- Katie Ozdemir, Director, Consumer
Insights, Universal Orlando Resort
‘Last year was my first ever TMRE conference and now it will
always be a staple in my professional development schedule.  It’s the only
place where you can interact and borrow market research ideas with peers from
so many different industries.  Each session provides great takeaways that
you can leverage in your day-to-day as well as insightful keynote speakers that
prompt our community to think about the broader impact research has on the
world.  For me, attending TMRE is my yearly reminder of why I love doing
research.” - Kassandra M. Barnes, Research & Content Manager,
CareerBuilder
‘I’ve attended three TMRE events and will continue to attend
because of the high quality presentations and networking opportunities. 
There’s no better way to interact with market research professionals to learn
about new techniques and approaches. I look forward to the next TMRE so that I
can catch up with friends I’ve made at previous conferences, as well as make
new connections.” – Todd Blickenstaff, Lexus Product Planning
This year we couple best in class business cases with
professional development sessions focusing on building skills like data
visualization, story-telling and strategic thinking and transforming
researchers into game changers. Download the brochure and see for yourself: http://bit.ly/14CW6wL
Want to become a TMRE Ambassador?
If you’re a loyal TMRE attendee and singing
TMRE’s praises, we want to recognize and reward you, support your efforts and
make your mission little easier and a lot more fun. By empowering our
ambassadors with tools to spread the word about TMRE, you’ll be able to offer
exclusive discounts to your contacts and rack up VIP experiences and other
perks for yourself. TMRE ambassadors are an eclectic mix of past attendees,
former speakers and long standing sponsors ‘ all those that know, trust and
love the brand. To learn more, contact please contact Ali Saland at asaland@iirusa.com
Make the choice the industry
TRUSTS every year. Register today: http://bit.ly/14CW6wL
TMRE
October 21-23,
2013
Nashville, TN
Mention code TMRE13LINK & Save 15% off the standard
rate. Register today: http://bit.ly/14CW6wL
Best,
The TMRE Team
@TMRE

A Look Back at TMRE 2009: Toyota: Continuous Improvement Through Research

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we’ll be recapping one session from The Market Research Event 2009.

TMRE General Session: Toyota: Continuous Improvement Through Research

Toyota: Continuous Improvement Through Research
Steven Sturm, Group Vice President, Americas Strategic Research & Planning and Corporate Communications, Toyota Motor North America, Inc.

Toyota runs their business according to the Toyota Way which relies on two principles:
-Continuous improvement
-respect for people

Toyota entered the US car market over 50 years ago. Their first car, Toyopet Crown, failed; it did not meet the quality or expectations of the US customer. This became the stimulus to meet more of the Americans needs

Toyota is the #1 brand in the US, and Lexus is the #1 luxury brand. Toyota is expecting affluent homes to grow over the next few years.

Lexus: best car and best ownership experience. So they then determined they’d sell Lexuses in their own dealer networks, and they would treated each customer as if they were a guest in their own home. Of 1,600 dealers that applied to be Lexus dealers at the beginning, only 80 were selected.

The #1 selling luxury brand in the US is the Lexus RX.

Toyota’s Concept of Sustainability
Core of what Toyota does is to have respect for people and the environment. They’ve capitalized on this with the Toyota Prius.

It has two power sources: gas engine and electric motor. A computer chooses which to use for maximum use, and the batter never needs recharged because it’s automatically recharged when the car breaks. It went on sale in 1997, and was not a success. They began using a family demo program. They did real road testing and got feedback directly from the customer. This also created buzz. Families felt that they were participating in a breakthrough, and also were getting attention.

People needed to be educated on how the Prius worked, as the technology for the car was unknown. Early adopters began to get their information about the Prius online. It was launched in 2000, and they exceeded their sales expectations from that year on. Media coverage, partnerships, and government incentives to purchase the car have since followed.

Business Week names Customer Service Champs

Business Week recently announced its Customer Service Champions. See Business Week’s presentation list here.

The Top Ten:

1 L.L. Bean
2 USAA
3 Apple
4 Four Seasons Hotels and Resorts
5 Publix Super Markets
6 Nordstrom
7 Lexus
8 The Ritz-Carlton
9 Barnes & Noble
10 Ace Hardware

TMRE General Session: Toyota: Continuous Improvement Through Research

Toyota: Continuous Improvement Through Research
Steven Sturm, Group Vice President, Americas Strategic Research & Planning and Corporate Communications, Toyota Motor North America, Inc.

Toyota runs their business according to the Toyota Way which relies on two principles:
-Continuous improvement
-respect for people

Toyota entered the US car market over 50 years ago. Their first car, Toyopet Crown, failed; it did not meet the quality or expectations of the US customer. This became the stimulus to meet more of the Americans needs

Toyota is the #1 brand in the US, and Lexus is the #1 luxury brand. Toyota is expecting affluent homes to grow over the next few years.

Lexus: best car and best ownership experience. So they then determined they’d sell Lexuses in their own dealer networks, and they would treated each customer as if they were a guest in their own home. Of 1,600 dealers that applied to be Lexus dealers at the beginning, only 80 were selected.

The #1 selling luxury brand in the US is the Lexus RX.

Toyota’s Concept of Sustainability
Core of what Toyota does is to have respect for people and the environment. They’ve capitalized on this with the Toyota Prius.

It has two power sources: gas engine and electric motor. A computer chooses which to use for maximum use, and the batter never needs recharged because it’s automatically recharged when the car breaks. It went on sale in 1997, and was not a success. They began using a family demo program. They did real road testing and got feedback directly from the customer. This also created buzz. Families felt that they were participating in a breakthrough, and also were getting attention.

People needed to be educated on how the Prius worked, as the technology for the car was unknown. Early adopters began to get their information about the Prius online. It was launched in 2000, and they exceeded their sales expectations from that year on. Media coverage, partnerships, and government incentives to purchase the car have since followed.

Customer service winners

I recently came across BusinessWeek’s Customer Service Standouts slideshow. I took some time to look through the top ten to find out what made them so special when it came to their customer service. An overlying theme was treating your employees with respect. If employees love who they’re working for, love the products they’re selling, and are educated on them, odds are your customer service will be great. Here’s Business Week’s top 10 and why they made the list. 1. USAA ‘ With their service team of 12,400 receiving 250,000 hours of reinforcement training a year to service military personnel with they know their product. 2. LL Bean ‘ In the 2007 holiday season, they took time to store up their inventory, leaving less customers calling the call center to complain about items being in stock, even with the extra goods they had left over. 3. Fairmont Hotels & Resorts ‘ All employees get the luxury service when they start the job so they know what it’s suppose to be like for the customers. 4. Lexus ‘ They set up an online chatroom to converse with customers online who are thinking about buying Lexus vehicles. 5. Trader Joe’s ‘ They make an effort to pay their employees the average income in their community, and pride themselves on customer interaction in the store. 6. Starbucks ‘ January started, and they made customer service their number one priority, making changes to their current rocky business. 7. Jet Blue ‘ Their new terminal at JFK Airport in New York City will bring more security outlets, as well as more eticket kiosks. They’ve also added a Customer’s Bill of Rights. 8. Edward Jones ‘ In 2007, they implemented a system to recognize branch managers who excelled at customer service. 9. Lands End ‘ In Sears stores, their current owner, they’ve added in-store monogramming, and also computer kiosks so in store customers can browse online. 10. Ace Hardware ‘ The employees focus on being knowledgeable about their tools. This year, they’re having every employee carry around a skill matrix card, so if they’re not the expert on certain tools, they can quickly connect customers with the right person.