TECHNOLOGY

Books-A-Million writes a new chapter on employee, customer engagement

BY Deena M. Amato-McCoy

A book retailer is improving its business operations through feedback from both employees and customers.

Books-A-Million, which operates 260 stores across 32 states and the District of Columbia, needed a new way to gain business insights. Using a platform from Service Management Group (SMG), the company has a new way to listen to employee and customer experiences to drive business results.

Using SMG Associate Voice, the company can better understand the employee lifecycle and experience, including identifying key drivers impacting employee engagement, opportunities to improve training and how managers can help employees reach their full potential. In addition to enhancing the employee experience, Associate Voice captures employee feedback during key retail periods to help Books-A-Million optimize the customer experience.

The retailer is also using SMV Visit View, a location-level customer experience survey, to capture customer feedback via point-of-sale receipts and email invitations. Through the solution’s reporting dashboard and mobile app, support center associates can tap into employee feedback while store managers have location-specific areas for focus and access to real-time customer feedback.

“As we looked to advance our business, it was apparent we needed not only a robust technology platform but also an engaged partner that would take the time to understand our business, our employees and our customers,” said Misty Fontenot, Books-A-Million senior VP of store operations. “Following a long-standing relationship with a customer experience technology provider, what really stood out about SMG was its unique ability to provide both technology and insights.”

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