Posts tagged with: Customer experience management

Over at Christianity Today, HOPE International’s Chris Horst, whose article on a Christian manufacturer was recently highlighted at the PowerBlog, focuses on yet another Christian business, this time dealing in mattresses:

“This is one of the sleaziest industries in the world,” says business owner Ethan Rietema. “Customers are treated so poorly. Stores beat you up, trying to get as much money as they can, but they couldn’t care less if you get the right bed.”

Rietema and Steve Van Diest, both former campus ministers, are bringing rest—and integrity—back to a business largely devoid of it. Four years ago, a Christian entrepreneur invited the Colorado natives to begin deploying their relational abilities in strip malls rather than on college campuses. They now co-own three Urban Mattress stores in Denver and have franchised four more. And, they argue, their current work is just as important as their former ministry….

…”I don’t have to do mental gymnastics with the product I sell,” Van Diest says. “It’s not a frivolous item. It’s not an image-conscious product. People come here after being worn down by horrible sleep, replete with aches and pain. If we can provide them with a small glimpse of grace for a third of their lives, that’s kingdom work. That matters to God.”

Every entrepreneur begins by identifying a need. For Rietema and Van Diest, it was better customer service and consumer information. Urban Mattress has grown its business by directly countering a status-quo industry environment of price misinformation, offering “consistent and fair prices that promote transparency and honesty.” No faux “blowout sales,” no shady product labeling, no overly hasty, overly pushy customer interactions.

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