CarMax Drives a Different Customer Journey in Auto Retailing

CarMax is the largest used-car retailer in the U.S. The first CarMax location opened in September 1993, after two years of development by Circuit City executives who originally dubbed it Project X. Today, CarMax sells nearly 700,000 vehicles a year.   Jim Lyski, CMO of CarMax, talks to Loyalty360 about how the company takes what has traditionally been a less-than-satisfying experience for consumers, and turned it into something people would recommend highly to family and friends....

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