Gallery Furniture started in the early 80’s by Jim McIngvale, also known as Mattress Mack to his customers. They started off as a single mattress store but have grown to three locations, including two large showrooms serving the eastern side of Texas.
Early on, they set themselves apart from competitors by offering same-day delivery, but as this has become standard among many large online retailers, they realized that their digital marketing and online presence needed some attention.
“We realized we needed to refocus our efforts on digital marketing and getting our name out there,” explained Daniel Marchione, Gallery’s Project Manager/Systems Administrator. “Mattress Mack has been famous with his guerilla marketing tactics that had certainly helped the business in the past, but we realized we were behind the curve on what we were doing in digital. Over the past couple of years, we have worked to ramp up our digital presence. We realized that our reviews online were lacking, so we were looking for a solution and we found Podium.”
MAKING IT PART OF THE PROCESS
Gallery Furniture has built customer feedback into many of their processes, from their digital marketing team down to the individual sales reps. Podium became a natural part of the customer journey. They combine sending invitations manually with an automated Salesforce integration to make sure each customer gets the opportunity to leave feedback. This became such an integral part of their process that the owner actually built it into their compensation plan.
“It’s such a user-friendly app that everyone was up to speed within the first day or two of signing up,” explained Marchione. “As our team honed their technique on approaching customers about leaving reviews, we started to get better and better at it. The owner of our company decided to make getting reviews part of the pay matrix for the sales team. Once he did that, the reviews increased exponentially.”