Orscheln Farm and Home combines customer and employee experience management for richer insights and business performance

Mar 26, 2019 by Paul Arnhold

KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced leading farm and ranch retailer Orscheln Farm and Home has expanded its program to include employee experience management. The program will help Orscheln identify aspects of the business that impact employee engagement while providing insights and tools for improvement.

Founded in 1960, Orscheln operates 167 stores across 11 Midwestern states. In 2017, Orscheln implemented SMG VisitView to enhance listening and measure the customer experience, and added the BrandGeek market intelligence tool to benchmark and uncover market insights. In combination with VisitView and BrandGeek, the SMG Associate Voice® program will provide Orscheln with richer insights, by assessing employee engagement and tracking performance at both the company and location level.

“With the impact our customer experience program is having across our stores and with our customers, enhancing our employee engagement initiative was the next logical step for our organization,” said David Hult, Orscheln Farm and Home Director of Store Planning & Administration. “SMG’s robust technology platform and unique service model give us the tools we need to listen better, act faster and remain relevant in a rapidly changing industry.”

To improve the employee experience and store operations, Orscheln will deploy an annual survey to capture employee feedback and identify key drivers impacting employee engagement. In combination with insights gained from the VisitView program, Orscheln will have holistic location-level data to improve both the employee and customer experience, foster longevity, drive loyalty and improve financial performance.

About Orscheln Farm and Home
The Orscheln family owns and operates 167 stores located in eleven states: Missouri, Kansas, Iowa, Arkansas, Oklahoma, Nebraska, Illinois, Kentucky, Indiana, Texas and Ohio. All operations originate from the corporate offices in Moberly, Missouri, which is also the home of its distribution center and one Orscheln Farm and Home store. To learn more about Orscheln Farm & Home visit www.orschelnfarmhome.com.

About Service Management Group

SMG (Service Management Group) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries. To learn more about SMG, visit www.smg.com or call 1-800-764-0439.