SPECIAL FEATURE
into our shipping, our logistics, our inventory,” Carr explained. “They’re all connected by one mainframe, if you will. This ties all the pieces together, making it really easy to track all in- teractions with each person so we can provide greater convenience and support.” The company even employs a dedicated staff member to negotiate shipping rates ev- eryday. “We’re not only getting it there,” Nee- ley remarked, “we’re getting it there for less money than anybody else.” Cognizant of all of the different facets that contribute to retail success, Malouf strategi- cally positions each one within that bigger picture goal. By assembling an enthusiastic team of in-house employees to tackle every retail need, it provides its customers with an unparalleled level of service and support. One facet Malouf addresses particularly well is marketing. The company houses a full- scale lifestyle studio in its Utah headquarters, supporting its slate of professional photogra- phers, copywriters and designers. This invest- ment in in-house marketing and design exper- tise is evident throughout all of its sleek brand assets. From in-store displays and banners to social media imagery, Malouf offers high-qual- ity materials available for download 24/7 via the company’s Wholesale Resource Center. “Marketing assets can be expensive and hard to find for small mom-and-pop stores,” explained Miller. “But because they’ve part- nered with us they get access to really every- thing they need to make their showroom rep- resent the quality of products they’re carrying.” In addition to housing marketing materials, the company’s online resource center pro- vides customers with access to a host of edu- cational tools like RSA training videos as well as a complete archive of email campaigns. Designed to deliver key information on the features and benefits of Malouf’s products, these resources equip retailers with all the tools they need to sell them successfully. This level of care extends beyond the sale as well. Instead of following a set of stan- dardized procedures, Malouf’s Customer Experience Team is trained in what director Joshua Cummings calls a “principles-based
process.” Cummings explains, “With this ap- proach, we can customize the experience for each and every customer and be as individual as they are, making sure that we’re not blindly following something that doesn’t cater to the particular instance.”
Like every department, the Customer Experi-
ence Team is guided by a set of “Malouf Values.” From “Act With Integrity” to “Work To Win” to “Make It Fun,” this list includes eight principles that scaffold all of the company’s decisions, en- suring that every member of the team is work- ing together towards a common goal. “One of the biggest ones for our team is ‘Be Kind,’” Cummings explained. “Thoughtful actions provide a positive, energizing and optimistic environment. I think in our current society there’s a lot of cynicism and a leaning towards disbelief. Instead of assuming that a customer is not genuine in their needs, it’s better for us to provide everyone with the best experience possible.” This subtle shift in focus delivers dividends for Malouf and its retailers. Not only does it allow for more creative problem solving, it helps the brand maintain positive relation- ships with customers. Malouf’s commitment to integrity and fo- cus on empowering its employees are both
driving forces behind the company’s growth. Serving as proof of the old adage, “happy em- ployees lead to happy customers,” the com- pany was recently named one of the Best Work Places of 2018 by Inc. Magazine—and in June, Sam Malouf earned a Glassdoor Employee’s Choice Award as one of the Top CEOs in the U.S. “It’s exciting being a part of a growing com-
pany and seeing great new partnerships with other exciting companies,” said Cummings. “And everybody participates in helping to build the brand. When employees are able to see how their work connects to the greater picture of what the company’s trying to accomplish, that drives up satisfaction, which makes them happier—and you can hear that in their voices when they talk with our customers.” Nurturing a culture where each member of the team is eager to bring something to the table, the company translates its employees’ efficiency, positivity and creative problem-solv- ing into valuable products and increased retail bottom-lines. More than just a manufacturer or supplier, Malouf is a true detail-oriented partner that is able to offer comprehensive solutions to day-to-day challenges as well as long-term strategic guidance and support. Visit
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