To Infiniti & Beyond: How a Simple Email Made Me A Raving Fan

I’m not a car person.

Don’t get me wrong, I appreciate a nice ride as much as the next person. But I don’t speak fluent horsepower, I dread maintenance appointments, and I genuinely hate pumping gas. I’m also the person who tests the "miles ‘til empty" warning like it’s a dare from the universe. If it says 10 miles, I’m convinced I have at least 100. (Spoiler alert: I don’t.)

Yes, I’ve run out of gas more than once. But hey, we all have our strengths.

Where I do thrive is in understanding the power of experience. And one thing I’ve come to believe? Experience doesn’t always need to be over-the-top or flashy. Sometimes, the most impactful experiences are the simplest ones, like the ones my Infiniti delivers every single month.

I leased my car on March 13, 2024. And ever since, like clockwork, my car emails me on the 13th of each month.

Yes, you read that right. My car emails me.

It’s not a generic message, either. It’s a clean, easy-to-read status report covering six key areas of my vehicle’s health: anti-lock braking system, airbags, brakes, engine, oil pressure, and tire pressure. Each is color-coded: green for good, yellow for caution, red for action required. No guessing games. No jargon. Just clarity.

Even better? The email includes my current mileage, the recommended service based on that mileage, and a big, bold button I can click to schedule service right then and there. Dummy proof. Comforting. Consistent.

And you know what? That consistency is part of the experience.

So often, businesses overcomplicate the idea of customer experience. They think it has to be dramatic, expensive, or labor-intensive. But in reality, sometimes all a customer needs is relevant communication, thoughtful automation, and the ease of being taken care of without having to think about it.

I’m usually a big believer in personal touches and human-to-human moments, and I still am. But Infiniti showed me that even automation can feel like a personalized experience when it’s done with care. While their showroom team focuses on creating connection during the purchase, this monthly touchpoint handles the post-sale experience seamlessly.

It’s the kind of thoughtful follow-through that builds trust. It builds habits. And yes, it builds loyalty.

So will I be shopping for another Infiniti when this lease ends? You better believe it. Not because of a clever ad or a pushy salesperson or a dealership perk but because they’ve earned my trust through a small but meaningful experience that repeats, month after month.

That’s the secret: experiences, when done well and with purpose, build loyalty. And loyalty doesn’t just bring back customers, it turns them into raving fans.