News : Broad River Retail Taps Qualtrics CustomerXM to Deliver Customer Experiences
Salt Lake City, UT and Seattle, WA, USA, Aug. 28, 2019 -- Qualtrics, a provider in experience management, announced that Broad River Retail (BRR), an independently owned and operated Ashley HomeStore licensee in the United States, has selected Qualtrics CustomerXM™ to drive their customer experience program across 21 Ashley HomeStores in the Carolinas and Georgia. BRR 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 on the Qualtrics XM Platform™.
"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. "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."
With CustomerXM, BRR will evaluate the current customer experience across all 21 Ashley HomeStores, identify experience gaps, and determine the 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. "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."
"When companies such as Broad River Retail embrace creating memorable experiences for the customers, they win in today's experience economy," said Webb Stevens, Executive Vice President of CustomerXM, Qualtrics. "Organizations using CustomerXM are able to empower their teams to transform how customers engage with their brands, furthering their competitive advantage."
Posted by Veronica Silva Cusi, news correspondent
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Qualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
Published: Friday, August 30, 2019
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