Rent-A-Center (RAC), a leader in the US rent-to-own furniture and electronics industry, works with Medallia to power its customer experience initiatives, a key pillar of the company’s current growth strategy. Co-founder and CEO Mark Speese says, “We are renewing our focus on what made Rent-A-Center an industry leader—starting with enhancing the value proposition of our offerings to increase customer satisfaction and enable higher rates of ownership.”
“With such a comprehensive approach to improving the customer experience, we needed a customer experience platform that was equally comprehensive to help us take quick action,” said Joel Mussat, COO, Rent-A-Center. “Medallia enables us to cover all of our channels in one platform to get a true omnichannel view of the customer.”
With Medallia Experience Cloud, Rent-A-Center is able to translate English and Spanish comments from customers into insights in seconds, close the loop with customers through built-in workflows, identify coaching opportunities for coworkers, experiment with innovative ideas in physical stores via A/B tests, push real-time alerts to coworkers via mobile, and much more. Rent-A-Center uses Medallia Experience Cloud, including the mobile app and text analytics, in its 2,400 stores in the US and Puerto Rico. It uses Medallia for Digital for all of the company’s digital channels. Medallia for Digital, part of Medallia Experience Cloud, helps Rent-A-Center capture customer input throughout the customer journey and across all channels.
Source: PRN Newswire, Rent-A-Center Selects Medallia for Voice of the Customer Program
“Medallia enables us to cover all of our channels in one platform to get a true omnichannel view of the customer.”
Joel Mussat COO Rent-A-Center