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.

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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 Rhodes 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.

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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.

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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

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Welcome back to another episode of the 2024 Memory Maker Awards Gala Series! You will hear from two Memory Makers from Broad River Retail - Dana Mallory, District Manager of the "Savage" South Region, and Cameron Piersanti, Category Manager in our Merchandising Department. Dana shares insights into her past two years with the company, highlighting significant milestones like the Awards Galas she attended. She mentions her excitement in celebrating the wins of her Savage South Region, particularly noting the achievements of Memory Makers who hit Million Dollar milestones. Dana also reflects on the challenges and successes her region faced in 2024, including their response to Hurricane Helene, demonstrating a strong culture of support and teamwork within the organization.

Cameron, who has been with Broad River Retail for over three years, discusses the importance of events like the Awards Gala in fostering a family-like atmosphere and providing an opportunity for Memory Makers to pause and reflect on their achievements. She highlights the merchandising team's efforts in connecting with Memory Makers at the store level and their participation in collaborative activities like the book club and vision board projects. Cameron also shares fond memories of being awarded the Merchandising MVP award at last year's Gala and praises the connections developed within the company. Both Memory Makers express their excitement for future accomplishments and the continued success of Broad River Retail in 2025.

This episode on YouTube: https://youtu.be/Y71bWa2AVRk

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Welcome to another episode of the 2024 Memory Maker Awards Gala Series! You will hear from two Memory Makers from Broad River Retail - Jeff Willis, GM of the Dreamville Drive, and Alice Barnes, Home Furnishings Professional in Columbia Bloodline. Jeff has been with the company for nearly three years and this marks his third gala, while Alice has been with the organization for nine and a half years and is celebrating her first gala. They express their excitement about the opportunity to connect with Memory Makers from various regions and celebrate their achievements at the Million Dollar Memory Maker Gala. Alice is especially thrilled to mingle with her fellow million-dollar achievers and fondly recalls the moment she reached her first-ever million-dollar milestone, emphasizing the importance of this achievement for her and her family.

The conversation also highlights the culture and achievements at Broad River Retail, with Jeff mentioning several standout Memory Makers like Jamar, who achieved a $2 million milestone, and Abby Hardaway, who earned expert status. Alice discusses the Columbia location's transformation and their efforts to work as a team under the new name "Bloodline," with the goal of having everyone in the store reach the million-dollar milestone. Jeff and Alice also convey their admiration for their fellow Memory Makers, including Troy Walker, Bradley Sullivan, Josh Stanley, Melanie Pratt, and Sheri Williamson. Looking ahead to the future, they share ambitious goals for continued success, with Alice aiming for a $1.5 million achievement in the coming year.

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

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Welcome back to the 2024 Memory Maker Awards Gala Series, where we go behind the scenes of the Gala and hear from Memory Makers about their 2024!

In this second episode of the series, we talk to Chris Wright from the West Region. Chris shares his experiences and excitement surrounding the Annual Awards Gala, where he looks forward to connecting with fellow Memory Makers. The conversation highlights Chris's achievements, including his recognition as the Multi-Unit Leader of the Year in 2023 and the improved performance of the Wild West region in 2024. Chris expresses pride in the accomplishments of several standout Memory Makers in his region, including Jamar Wray and Brian Johnson, who achieved significant milestones in sales and performance.

Chris also discusses the significant challenges and triumphs of 2024, particularly the impact of Hurricane Helene and how the company came together to support those affected. He commends the efforts of Memory Makers like Brett Cary and Chris Morrell for their outstanding contributions during the crisis. Looking ahead to 2025, Chris is optimistic about building a dynasty in the West region and continuing to foster strong connections among Memory Makers.

This episode on YouTube: https://youtu.be/-m_4Z38b9CU

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Welcome to the 2024 Memory Maker Awards Gala Series, where we go behind the scenes of the Gala and hear from Memory Makers about their 2024!

In the first episode of the series, we kick off with this year's top Million Dollar Memory Maker - Jamar Wray! Jamar has been with the company since January 2016 and has consistently achieved the status of Million Dollar Memory Maker for eight consecutive years. Notably, 2024 marked his most successful year, with record-breaking sales exceeding $2 million. Jamar attributes this stellar performance to a heightened sense of competition and a pivotal moment halfway through the year when he realized $2 million was within reach. His focus on maximizing opportunities with each guest, rather than the volume of foot traffic, played a crucial role in his success.

During the interview, Jamar shares his excitement about winning a car for the first time and receiving a substantial jackpot bonus of $62,000. He discusses his plans to invest his jackpot bonus as well as planning some upcoming trips with his wife. Reflecting on his past experiences, Jamar highlights his role in the 2024 Sleep Connection event at the Charlotte Motor Speedway, where he enjoyed connecting with fellow Memory Makers and sharing insights.

This episode on YouTube: https://youtu.be/dkFY3YFpxCk

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

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