Rent-A-Center Selects Medallia for Voice of the Customer Program

Medallia announced that Rent-A-Center (RAC), a leader in the US rent-to-own furniture and electronics industry, selected Medallia to power its customer experience initiatives, a key pillar of the company’s current growth strategy.

In early April, when Rent-A-Center co-founder Mark Speese announced both his move to full-time CEO and the launch of a new strategic vision for the company, he said, “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.”

Since then, Rent-A-Center has implemented a wide array of initiatives to drive increased customer value including:

  • menu-based pricing, shorter agreement terms, and early purchase options that are better aligned to customer needs
  • an expanded selection of “Better / Best” products to meet growing customer demand
  • an upgraded workforce able to deliver better customer experiences
  • store footprints more tailored to what customers want
  • additional digital offerings and mobile applications to help customers engage when and how they prefer

“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 rolled out Medallia Experience Cloud, including the mobile app and text analytics, to its 2,400 stores in the US and Puerto Rico. It also rolled out 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.

“We’re honored to partner with Rent-A-Center to help deliver large transformational change across the business,” said Borge Hald, CEO and Co-Founder, Medallia. “We are excited to help the rent-to-own leader put the customer front and center in its operations.”