Welcome to Season 4 of Stories from the River!

Host and CEO of Broad River, Charlie Malouf, kicks off season four by introducing Broad River Retail's Word of the Year for 2025—"Pioneer."

Guests Heather Greenwood and Will Luke discuss their roles in the new, creative process of selecting the Company's Word of the Year. Historically, the Word of the Year has been selected by the executive team, but this year, a collaborative and innovative approach was introduced during a Leadership offsite meeting in early November. The Leadership Team was separated into three teams of six people, and each team had to use guidelines and a framework to present their suggested Word of the Year for the Company for 2025. Each team was charged with the responsibility of nominating and presenting a word, aiming to find one that adhered to the framework and encapsulated the zeitgest (the spirit of the times) for the country, the industry, the Company, and its Memory Makers.

Heather and Will describe their journey and thought process in choosing "Pioneer" as their final submission. They originally considered "Forge" but later pivoted after realizing one of its negative connotations. The word "Pioneer" was chosen for its multi-dimensional nature, symbolizing courage, innovation, and leadership. Although unexpected, the word resonated deeply with Charlie and the executive team, as it aligned with their vision of empowering Memory Makers to be intrapreneurs and drive forward-thinking growth initiatives. The episode concludes with a discussion on how the word Pioneer will guide organizational programs and individual actions throughout the year, aiming to inspire Memory Makers to embrace change and propel Broad River Retail into exciting frontiers.

This episode on YouTube: https://youtu.be/4RmDdkvV51g

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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We are back behind the scenes of the Grand Reopening of the Raleigh Glenwood store!

In the 3rd and final episode of this series, host Charlie Malouf speaks with Rich Smith, the General Manager of the Raleigh Glenwood store, following the grand reopening ceremony and ribbon cutting of their remodeled 7.0 Ashley Store on Glenwood Avenue. Rich, who began working with Broad River Retail in July 2022, shares his journey from joining as an Associate General Manager in Cary to being promoted as the General Manager of various locations, including leading the nearby Raleigh Outlet (a/k/a the Glenwood Gladiators) and the Cary Crushers to great success as GM of those two stores.

The focus of the conversation is on the challenges and triumphs of guiding a team through a store remodel, emphasizing the importance of maintaining energy and motivation among the Memory Makers throughout the process. Rich highlights the transformed showroom's clean and organized appeal, aligning with current market trends and elevating the shopping experience.

The episode also delves into the importance of relationship building with guests, as Rich recounts a touching story of helping a guest unexpectedly furnish her home within her financial means. He stresses that providing an exceptional retail experience revolves around understanding and connecting with guests from diverse backgrounds. The conversation is peppered with a discussion on future goals, including achieving titanium status and the potential rebranding of the Raleigh Reign as the Rainmakers. Throughout the episode, Rich embodies enthusiasm and optimism, driven by a belief in his team's capacity to elevate the shopping experience and achieve new heights in sales and customer satisfaction in the competitive retail furniture landscape.

This episode on YouTube: https://youtu.be/e2ZyTLXWv1Y

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome back to the Grand Reopening of the Raleigh Glenwood store!

In this episode of Stories from the River, Charlie Malouf, CEO, hosts Karen Ohar, the Associate Director of Visual Impact for Broad River Retail. Karen shares her journey with the company since joining in October 2017 and discusses her significant role in overseeing the renovation and remodel of the Raleigh Glenwood store. The conversation highlights Karen's responsibility for overseeing 33 stores alongside Janet Leimkuhler, Broad River's Director of Visual Impact, focusing on the meticulous planning and execution required for store remodels. Karen explains the intricate processes involved in a store conversion to a 7.0 model, including coordinating with construction and merchandising teams, setting timelines, and the precision required to manage the movement and display of products without disrupting the shopping experience for customers.

Karen emphasizes the importance of specialization within the Visual Impact Memory Makers to efficiently complete the remodel, which resulted in one of the quickest turnaround times for a floor reset, receiving and arranging 5,000 cubes of products in just ten days. The remodeled store offers a refreshed look with improved areas like the Millennium area, featuring high-value and elevated-design Ashley furniture collections. The episode also sheds light on the positive reception from the Raleigh store team and customers, with an overall excitement for the store's enhanced aesthetics, such as improved lighting and expanded areas. Karen concludes by expressing her anticipation for future renovations, aiming to continue enhancing shopping experiences at Broad River Retail locations.

This episode on YouTube: https://youtu.be/V-mp85JMCbQ

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome to the Grand Reopening of the Raleigh Glenwood store!

In this episode of Stories from the River recorded on location inside of the newly renovated Ashley 7.0 Store following the Ribbon Cutting from the Grand Reopening, host Charlie Malouf welcomes Lindsey Walton, Home Furnishing Expert, back to the show. Lindsey has been with Broad River Retail at the Raleigh store since May 2018 and takes the opportunity to discuss the grand reopening of the Raleigh location following a significant remodel. Lindsey shares her experiences of working through the renovation process while keeping the store open and maintaining customer service standards. The remodel, referred to as an Ashley 7.0 Store design, features updates such as brighter lighting, contemporary walls, and polished concrete flooring, which have received positive feedback from returning guests.

Lindsey also discusses the expanded and vastly improved Sleep Shop, highlighting the variety and quality of new mattresses now available. She shares her excitement for the new Active Breeze from Tempur-Pedic and the dozen new Sealy Posturepedics. She expresses excitement about new furniture collections, including her favorite, the Elissa Court, which features trendy Nuvella fabric. Lindsey shares her optimistic outlook for the year, focusing on achieving higher sales goals and potentially setting records in the newly revamped sleep area. To close, she offers impactful business advice, emphasizing the importance of getting comfortable with being uncomfortable, which speaks not only to advice for professional growth but also to personal growth.

This episode on YouTube: https://youtu.be/jHCdrBI6gVM

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome back to the second episode of the Freshworks series on Stories from the River!

Guest host Sam Blum led a discussion with Wes Dudley and Anita Harris, recognized as the CX Executives of the Year, and Alicia Thompson, a River award recipient for 2024. From Freshworks, Patrick Rhodes and Lauren Lee join the conversation.

They discussed the benefits and lessons learned from utilizing Freshdesk, highlighting its positive impact on operational efficiency and customer satisfaction. Wes Dudley and Anita Harris emphasized the effective change management process, credits to Alicia Thompson, which allowed the organization to seamlessly transition to the new platform before the busy retail season. Anita shared that the new automations have decreased mistakes and improved efficiency, resulting in minimal customer complaints and a positive overall experience for their Memory Makers using Freshdesk.

The episode also explored the future plans and potential upgrades within the Freshworks platform, as well as the significance of ongoing partnership and collaboration between Broad River and Freshworks. Alicia and Anita highlighted the exciting upcoming features that Freshdesk offers, such as a knowledge base and a customized customer portal, which aims to enhance problem resolution speed and customer engagement.

Together, they further delved into the importance of a technology solution that is adaptable to the client's needs, ultimately enhancing the customer experience while maintaining a humanized approach. Throughout the episode, there was a strong emphasis on trust, collaboration, and the shared goal of continuously improving the customer service journey with the aid of Freshdesk technology.

This episode on YouTube:

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Welcome to the first episode of the Freshworks Series on Stories from the River!

To kick off the series, guest host Sam Blum leads a vibrant discussion about Broad River Retail's integration with Freshworks' Freshdesk platform. Sam introduces Wes Dudley and Anita Harris, recognized as the CX Executives of the Year, and Alicia Thompson, a River award recipient for 2024. From Freshworks, Patrick Rhoads and Lauren Lee join the conversation.

The dialogue revolves around the vendor selection process, the decision-making journey, and the implementation of Freshdesk. Anita Harris elaborates on how Broad River is leveraging Freshdesk to manage customer concerns efficiently, making use of its case management ticketing system. Alicia Thompson highlights that Freshdesk serves multiple departments, including sales audit and inventory, beyond the customer-facing sides of the business.

The transition to Freshdesk has had a significant impact due to its collaboration capabilities, which align well with the needs of Broad River's various Memory Makers. The episode details the advantageous features of Freshdesk, such as its ease of use, supportive admin side, and collaborative potential, emphasized by Anita and Wes. Patrick Rhodes and Lauren Lee speak to the personalized approach and partnership that Freshworks offered, making them the perfect fit for Broad River. Freshdesk has become a valuable tool in enhancing customer service and adaptability within Broad River Retail.

This episode on YouTube: https://youtu.be/ZULpOf8quQU

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome back to the final episode in our 2024 Memory Maker Awards Gala Series! In this episode, we hear from seven Retail Performance and Retail Operations Memory Makers shortly after each of them accepted their River Award. Jamar Wray, Katrina Batchelor, Chris Wright, Kent Williams, Mike Cohen, Jeff Willis, and Kerry Malak share their inspiring personal journeys and milestones within the company that led to a successful 2024 and to being recognized with a presitigious River Award at the Gala. They all were awarded and recognized in their respective categorires, showcasing their dedication and the thriving culture of excellence at Broad River Retail. Their reflections highlight the importance of teamwork, leadership, mentorship, and personal growth, with these Memory Makers emphasizing how collective success leads to individual achievements.

The episode also delves into the personal growth that 2024 brought for these Memory Makers, with many experiencing professional advancements, new responsibilities, and deeper connections with their peers. Jeff Willis and Chris Wright both express pride in their teams and the supportive environment that has allowed them to excel. The discussion emphasizes the importance of setting and achieving goals, the support network among Memory Makers, and the culture of learning and development at Broad River. The Memory Makers offer insights into their success, underscoring the value of building relationships, embracing challenges, and continuously seeking personal improvements for future success.

This episode on YouTube: https://youtu.be/KgOnXgPM4ww

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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In today's epsiode of Stories from the River, we are back at the 2024 Memory Maker Awards Gala! We hear from four River Award recipients after accepting their award and walking off the stage. Memory Makers Maddie Seymour, Supply Chain; Nicholas Del-Rosario, Operations; Angel Lockwood; Visual Impact; and Allie Webb, Finance, share their personal journeys and milestones while working at Broad River. Maddie, who has been with the company for nearly three years, reflects on how her growth at work has paralleled her personal development, particularly as a mother. Nicholas discusses his transition from sales to operations, attributing his success to the support of his management. Angel expresses her gratitude for being recognized, and Allie shares her appreciation for the collaborative effort that her role relies upon.

They also recount the surprise of being recognized, not knowing they would be awarded. Maddie enthuses about how significant this recognition is, comparing it to achievements she had not received since middle school days. Nicholas, Angel, and Allie echo sentiments of surprise and honor, and discuss how the year 2024 was pivotal in their professional growth and achievements at Broad River. They conclude with insights into what it takes to be successful at Broad River, emphasizing belief in oneself, dedication, teamwork, and tackling each day as a fresh opportunity.

This episode on YouTube: https://youtu.be/oGZO4sEagBk

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail