A CarMax customer who lived about 60 miles outside Atlanta did not want to make the trek into the city with a newborn baby in tow to shop for a vehicle. "She is the perfect example of a customer who needed the option to shop on her terms," CarMax CEO Bill Nash said last week during the company's second-quarter earnings call.
That customer had begun her shopping journey with a competitor to CarMax but "wasn't getting the help she needed," Nash added. Once she made it to CarMax's website, she completed an online finance application. A consultant at the company's "customer experience center" — essentially a customer service unit — reached out the same day, and the car the customer had selected was delivered to her driveway with a surprise gift for her newborn.