Lexus works to keep customers happy after each sale, aiming to delight the customer in order to gain a customer for life. In this pursuit, Lexus is focused on which step of the buyer decision process?
A) problem/opportunity recognition
B) information search
C) evaluation of alternatives
D) purchase decision
E) postpurchase evaluation

Question

Quizplus · Accepted Answer

Lexus is focused on the postpurchase evaluation step of the buyer decision process, which is all about ensuring customer satisfaction and reducing the likelihood of postpurchase dissonance. By working to keep customers happy after each sale, Lexus hopes to turn them into customers for life, which can result in significant long-term benefits for the company.

Lexus Works to Keep Customers Happy After Each Sale, Aiming