Talking CX · 33 min
Kicking off our 2023 series One Small Thing - What Small Businesses do that impacts their customer and business results - is KAMS Auto, a family owned small business in Acworth GA. Co-founder Shannon Stahl describes the journey from the humblest of beginnings to a highly successful, 5-star rated local business. Shannon shares herb insights on: How transforming their customer waiting area can transform your customer experience The more recent impacts of texting to share inspections and approve required repairs (and soon upcoming, ‘pay by text’) Why sometimes your customer just needs a ride home while their vehicle is being repaired The power of outsourcing to allow you to focus on what really matters How keeping a customer’s repair history available to them at any time, for example when they go to sell the vehicle, can cement customer loyalty. How their partnership with Napa has enabled their and supported their customer experience transformation. Resources
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