News : Rent-A-Center Taps Market Force Information for Customer Experience Management
Louisville, CO, USA, Dec, 2017 -- Rent-A-Center, Inc. (RAC)(NASDAQ/NGS:RCII), a rent-to-own industry provider, has selected Market Force Information(R) (Market Force), a provider in customer experience management, to provide mystery shopping services for the chain’s locations nationwide. Rent-A-Center will also leverage Market Force’s KnowledgeForce platform to compile and analyze mystery shopping data, and to make location-level improvements that increase customer satisfaction.
"We selected Market Force for its ability to gather information from multiple channels to provide a comprehensive view of our customer shopping experience," said Tiffany Watson, vice president of customer experience and sales strategy for Rent-A-Center. "We are excited about this partnership and believe the solution Market Force has customized for us will have an immediate and lasting impact."
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Market Force will tap its network of mystery shoppers to help Rent-A-Center ensure operational excellence at each of its locations throughout the United States. Shoppers will report monthly on their experiences in-store, online and by phone, measuring sales efficacy and associates’ sales and service behaviors.
Market Force’s KnowledgeForce platform presents a comprehensive view of how each location is performing. The platform will empower Rent-A-Center to determine where improvements are needed to drive sales.
"We truly value our partnership with Rent-A-Center, and applaud its organizational commitment to focus on customer service to drive satisfaction and increase revenues," said Brad Christian, chief customer officer of Market Force Information. "Our ability to assess if brand standards are being met and discern where coaching opportunities exist will help Rent-A-Center increase its level of execution across the system. We look forward to supporting Rent-A-Center’s strategic vision and being a catalyst for their growth."
Posted by Veronica Silva Cusi, news correspondent
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Market Force is a provider of customer intelligence solutions and customer experience research.
Published: Wednesday, December 27, 2017
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