After the wild success of our “2022 CX Around The World” series our global audience has recommended our 2023 focus should be on “One Small Thing –  What  Small Businesses do that impacts their customers and business results.

Kicking us off is KAMS Auto Service Center, a family owned Auto business based in Acworth, Ga, USA. KAMS Auto co-founder Shannon Stahl describes KAMS’ journey from the humblest of beginnings to a highly successful, 5-star rated local business providing “Professional Service with Personal Care”.

As with all small businesses the things that matter are fundamentally understanding your customers’ and treating them well.

Hear Shannon and Robin discuss:

• 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

• KAMS Auto
• Shannon Stahl’s Profile

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