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I wish there was more Q&A about Cadillac's retail/service experience. The product is on a good path. The part that trails BADLY behind Lexus is the consumer front end. Even as the Germans have slowly out-engineered Lexus, Toyota's luxury brand has avoided collapse by treating its customers like Egyptian Pharaohs.
Au contraire. Retail/service experience is one thing at which Cadillac truly excels. Cadillac was the #1 luxury automotive brand (and #1 overall) in J.D. Power's 2014 Customer Service study:

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