Looks like they track people who visit the Zero Motorcycle Website and possibly articles about electric motorcycles, forums, etc, then hit them with advertising. I have already seen this show up in advertising on my computer. The idea is to let people know about Zero. They want to get people to test ride a Zero so they will be hooked. They have an app for the dealer to use, so if someone contacts Zero, Zero will let the closest dealer know about the person since they are a potential customer. This is their big plan to increase sales. It should work. Amazing how few people know about electric motorcycles. I didn't see anything about customer service as I define customer service though which has more to do with hands-on local dealer support which is already good in my case. I think the marketing definition of customer service is something else...more to do with your experience buying the bike rather than service after the sale.