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Ashley HomeStore licensee taps Qualtrics to boost customer experience

Photo by istock.com

September 6, 2019

Broad River Retail, the biggest independent owner and operated Ashley HomeStore licensee in the U.S., is using Qualtrics CustomerXM to boost the customer experience across 21 stores in the Carolinas and Georgia.

The system will manage and track hundreds of thousands of customer interactions in-store, online, and across the company's customer experience, home delivery and service center divisions, according to a press release.

"Delivering a premier customer experience is at the heart of who we are as an organization and requires that we constantly strive to better understand our customers, their feelings, emotions, and experiences," said Charlie Malouf, president and CEO, Broad River Retail, in the release. "Using Qualtrics, we can measure critical customer interactions, identify areas for improvement, provide positive and negative feedback to our team members and deliver breakthrough customer experiences to drive customer satisfaction and loyalty."

The system will identify experience gaps and determine actions that will have the most significant impact on the overall customer and employee experience.

"We seek to partner with premier companies to aid us in furnishing life's best memories for our guests,” said Malouf in the release. "To that end, we completed 18 months of intensive due diligence before selecting Qualtrics as our experience management platform. As a growing retail company in this highly competitive industry, we needed to identify the right partner to help us build a sustainable company powered by amazing experiences with our customers. We are so thrilled that we found the ideal partner and platform with Qualtrics. The XM Platform will amplify and propel our efforts to achieve next-level growth through increased customer retention and referrals by focusing on enhancing the customer experience."