Though the current calendar year is far from over, Richmond, Virginia-based used-car retailer CarMax is already looking to enhance the customer experience in 2020 with the launch of three Customer Experience Centers in 2020.
The 25-year-old company says that it wants to keep up with changing customer expectations. Inspired by what extensive testing and research revealed is an “unmet customer need,” CarMax announced that it has developed an “omni-channel experience.”
“Additionally, to support this omni-channel experience, we will open three Customer Experience Centers in fiscal 2020,” Jennifer Bartusiak, public relations manager for CarMax, told Mega Dealer News. “CarMax consultants at these centers will support customers over the phone or online with shopping and financing until the customer is ready to pick up their vehicle at an area store or receive the vehicle through home delivery.”
“Buying a car is still a complex process and customers are looking for an experience that gives them more control and independence in buying and selling a car," Bartusiak said. "However, they also want advice and guidance at any point in their journey.”
Bartusiak added that CarMax anticipates the majority of its customers “will be empowered to buy a car on their own terms, either completely from home, in-store, or through a seamlessly integrated combination of online and in-store experiences.”
CarMax touts itself as “being people-first in how we treat our associates, our customers and our communities.”
According to Bartusiak, what sets the company apart is that it “has nearly 50,000 vehicles available for customers to view online and request a transfer from virtually anywhere in the country.”
Bartusiak vouched for CarMax’s philanthropic spirit.
“We are also proud to put our communities first,” she said. “We care about our hometowns and invest our time, talents and resources to cultivate vibrant places to live, work and play. When associates volunteer alongside other associates making an impact in their communities, they have increased pride in our company and are even more engaged with our customers.”