High Point, NC (PRWEB) October 25, 2012
Simplicity Sofas was the first new furniture manufacturer in over 4 years in High Point, NC, a city that has called itself "The Furniture Capital of the World" for over 100 years. The company specializes in large and small sofas, sleepers and sectionals designed to fit into small rooms and through narrow doors and stairways where normal furniture cannot go. http://www.youtube.com/watch?v=mIWNYWX72jY
While the overall American furniture industry was suffering a massive recessionary decline Simplicity Sofas, with limited financial resources and without seeking government assistance, grew steadily based on its unique products and revolutionary (for the furniture industry) Word of Mouth marketing strategy.
Simplicity Sofas does not sell to retailers. It markets its mid to high end furniture direct to consumers through an e-commerce website http:http://www.simplicitysofas.com.
With no professional sales force, the company markets its products primarily through Word of Mouth. Faced early on with the problem of customer reluctance to buy expensive furniture online that could not be seen or sat in first, Simplicity Sofas began creation of a nationwide volunteer network comprised of former customers willing (and eager) to show off the company's furniture in their homes to prospective new customers.
Before this volunteer sales force was well established, Simplicity Sofas relied primarily on its revolutionary warranty program and by establishing a level of customer service beyond anything ever before seen in the furniture industry.
The warranty policy has two parts to it. The first states, "All frames, spring support systems and cushions are covered by unlimited* lifetime warranties. (*These warranties have no limitations, exceptions or exclusions.")
The second part of the warranty states, "If you do not like our furniture for any reason whatsoever, you may return it for a full refund, including all shipping charges, for a period of one year after purchase."
Simplicity Sofas is also the only furniture company that contacts every one of its customers with one business day after delivery to ask how the customer likes the furniture and whether there are any problems that need to be addressed immediately.
Simplicity Sofa's "amazing" customer service has been recognized for several years throughout the professional Customer Experience industry. The CX industry's largest professional association, the Customer Experience Professionals Association (CXPA) with 1500+ global members, named Simplicity Sofas a finalist for the prestigious 2012 CX Innovations Awards. Of the 18 finalists named, Simplicity Sofas was the only small business.
A best-selling business book, "Worth Every Penny," by Sarah Petty and Erin Verbeck devotes three pages to a discussion of how Simplicity Sofas is able to sell its products by providing "over the top" customer service to its online customers despite a general perception that online purchasers are concerned primarily with price.