Stories from the River

Broad River Retail
  • 5.0 (1)
  • Education
  • Weekly

Stories from the River Podcast explores the personal journeys of our very own Memory Makers. Whether it's interviews or standalone narratives, Stories from the River will bring you closer to what it's like to thrive together, wherever in the company you may be. We'll share personal experiences from our stores, Distribution Centers, Call Centers, and corporate campuses, giving listeners a front row seat to what it's really like to be a Memory Maker furnishing life's best memories every day.

  1. 10h ago ·  Bonus Video

    Behind the Scenes of Customer Service Week

    Watch on YouTube: https://youtu.be/UXtnH-DZtjo  In this spotlight from episode 382 of Stories from the River, Wes Dudley and Alicia Thompson discuss the planning and teamwork behind Broad River Retail's Customer Service Week celebrations. Alicia explains how committees coordinate everything from food and decorations to prizes and employee engagement, all with the goal of making each year better than the last. From early mornings decorating the office to organizing celebrations across Fort Mill and Four Oaks, Alicia shares the behind-the-scenes effort that goes into recognizing the customer service team.  Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    Behind the Scenes of Customer Service Week

  2. 2d ago ·  Bonus Video

    Recognizing the Hard Work Behind Great Customer Service

    Watch on YouTube: https://youtu.be/WQXmqp5lV50  In this spotlight from episode 382 of Stories from the River, Wes Dudley and Alicia Thompson reflect on what winning the Best-in-Class Contact Center award for North America means to their team. Alicia shares how the recognition serves as a reminder of the hard work and dedication that have gone into delivering great customer experiences year after year. While the award hasn't changed the team's commitment to improving, it has given them an opportunity to celebrate their accomplishments and feel recognized for their efforts. Alicia discusses why that recognition matters and how celebrating the team reinforces the value of the work they do every day. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    Recognizing the Hard Work Behind Great Customer Service

  3. 4d ago ·  Video

    The People Behind Award-Winning Customer Service | Stories from the River #382

    Watch on YouTube: https://youtu.be/UXtnH-DZtjo  What does it take to deliver exceptional customer service year after year?  In this episode of Stories from the River, host Wes Dudley, SVP, Customer Experience & Retail Operations, sits down with Alicia Thompson, Customer Experience, Content & AI Manager, to reflect on a major milestone: winning the Best-in-Class Contact Center award for North America. Alicia shares the excitement of the award ceremony, what it meant to see years of hard work recognized, and the lessons she took away from connecting with customer experience professionals and exploring new technology. With 20 years in customer experience, Alicia also discusses how her career has evolved, the supportive culture that keeps her team going, and the effort behind creating meaningful employee appreciation events. From celebrating industry recognition to making Customer Service Week special for employees, this conversation highlights the people, teamwork, and consistent effort behind great customer service. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    The People Behind Award-Winning Customer Service | Stories from the River #382

  4. Oct 24 ·  Bonus Video

    The Power of a Team That Takes Ownership

    Watch on YouTube: https://youtu.be/l24uQkHwqmo  In this spotlight from episode 380 of Stories from the River, Charlie Malouf and Robert Hilts discuss Asheville Ascend's journey toward Bronze designation and the teamwork behind the store's turnaround following a devastating flood. Robert reflects on a rebuilding year shaped by resilience, persistence, and the collective effort of the Memory Makers who continued pushing forward through challenges. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    The Power of a Team That Takes Ownership

  5. Oct 22 ·  Bonus Video

    Why Great Leaders Ask Better Questions

    Watch on YouTube: https://youtu.be/qRKWm05nmnY  In this spotlight from episode 380 of Stories from the River, Charlie Malouf and Robert Hilts explore how effective leadership starts with listening, curiosity, and understanding the people you lead. Rather than relying on experience alone to tell Memory Makers what they need, Robert discusses the importance of asking questions, setting aside assumptions, and understanding each person's motivations, challenges, and aspirations. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    Why Great Leaders Ask Better Questions

  6. Oct 20 ·  Video

    Building Teams and Breaking Records | Stories from the River #381

    Watch on YouTube: https://youtu.be/ImfLi_4vVVM  A passion for retail, an entrepreneurial mindset, and a commitment to developing people have shaped Robert Hilt's journey through the furniture and mattress industry. In this episode of Stories from the River, Charlie Malouf, CEO, sits down with Robert Hilts, General Manager of Asheville Ascend, to reflect on his career, from discovering the potential of mattress sales in 1990 to opening and operating 17 mattress stores. Robert shares the lessons he learned navigating changing markets and the 2008 recession, and what drew him to Broad River Retail, where he could return to the industry he loves while focusing on building people and strong teams. The conversation also highlights Robert's leadership philosophy and the transformation of Asheville, including a 33% sales increase over the previous year and multiple Grogu Store of the Month awards. Robert discusses the importance of consistent coaching, raising standards, and helping Memory Makers recognize their potential. He also shares his passion for personal growth, his forthcoming book, The Mattress Disruptor and his ambition to develop more leaders while building a culture where teams succeed together. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    Building Teams and Breaking Records | Stories from the River #381

  7. Oct 17 ·  Bonus Video

    The Lessons of Launching in Maine

    Watch on YouTube: https://youtu.be/pPfhozpc-pI  In this spotlight of episode 380 Stories from the River, Charlie Malouf and James Interrante reflect on the early lessons of launching Broad River Retail's Ashley store in South Portland, Maine. James shares how the Memory Makers came together to form a strong, supportive team much sooner than expected and how the local community's enthusiastic welcome reinforced the decision to enter the market. The conversation also explores the challenges of opening a store in a new market, from navigating delivery areas and operational logistics to learning when to ask for help. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    The Lessons of Launching in Maine

  8. Oct 15 ·  Bonus Video

    The Mindset Behind The Maine Event

    Watch on YouTube: https://youtu.be/wAf-PXFcBkk  In this spotlight from episode 380 of Stories from the River, Charlie Malouf and James Interrante explore the culture and identity behind The Maine Event, Broad River Retail's Ashley store in South Portland, Maine. They discuss the thinking behind the store's bold name and boxer logo, inspired by the excitement of boxing and the film Rocky, and how that identity reflects a commitment to creating a fun, competitive environment built on high standards and strong processes. Visit https://www.storiesfromtheriver.com for more episodes.    Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com    Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

    The Mindset Behind The Maine Event
See All (300)

About

Stories from the River Podcast explores the personal journeys of our very own Memory Makers. Whether it's interviews or standalone narratives, Stories from the River will bring you closer to what it's like to thrive together, wherever in the company you may be. We'll share personal experiences from our stores, Distribution Centers, Call Centers, and corporate campuses, giving listeners a front row seat to what it's really like to be a Memory Maker furnishing life's best memories every day.

Information

  • Creator
    Broad River Retail
  • Years Active
    2022 - 2026
  • Episodes
    300
  • Rating
    Clean
  • Copyright
    © 2022
  • Show Website
    Stories from the River

You Might Also Like