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Empire Today, LLC, Northlake, IL

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: Empire Today, LLC, Northlake, IL
Company Description: Empire was found in 1959 as a Chicago-based, family-owned business. Over 55 years later, the company has grown to service residential and business customers in over 75 metropolitan areas across the United States. Empire provides installed home improvements and home furnishings including Carpet, Hardwood, Laminate, Ceramic, Vinyl and Window Treatments to residential and commercial customers.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Consumer Products - Durables

Nomination Title: Empire Today, LLC

Tell the story about what this nominated organization has achieved since January 1, 2014 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Empire Today’s 2014 Achievements

At Empire Today® “We are passionate about building customers for life!” We appreciate the opportunity to demonstrate how Empire®’s policies, procedures, and practices promote trust, transparency, and honesty—and why Empire merits being an American Business Award winner.

As a national leader in the installed home improvement and home furnishings industry, our goal is to provide every customer with world-class service. Empire was founded in 1959 as a Chicago-based, family-owned business. Over 55 years later, we have grown to service customers in over 75 metropolitan areas across the United States while maintaining an “A” rating with the BBB. We provide the option of shop-at-home convenience and carry the same quality, name-brands found in most retail stores. We are able to provide these products at the customer’s convenience, as soon as the very next day, which is unique in our industry.

To evaluate customer satisfaction and loyalty, Empire uses the Net Promoter Score (NPS) metric. In 2014, Empire continued our efforts to improve the customer experience by achieving an NPS of 64.1%. To give some perspective, the average company has an NPS of only 34%.

We realize that in order to serve our customers in the best way possible, we must utilize current technology. Our sales reps began carrying tablets, making the sales and ordering process easier and more efficient. The tablets enable sales reps to operate more efficiently, while providing numerous options that cater to the needs of the customer.

Empire also made some unprecedented changes this year. We opened three retail stores, expanding beyond our shop-at-home experience for the first time in over 55 years. Giving our customers the option of choosing their shopping environment is one of the ways we have listened and responded to customer feedback. These new stores are intended to better meet the needs of the consumers. They show the products in enhanced true lighting, and the store design is intended to simplify selection. Furthermore, end to end sales support is provided, ensuring customer satisfaction throughout the sales and installation process.

Because Empire is committed to providing customers products they are excited about, we completely revamped our merchandising. Our merchandise is now chosen to reflect the way customers live. We have quality and fashionable product options to suit any budget.

Another major advancement that Empire made this year was the significant expansion of our Professional/Commercial Business Line. We are committed to providing the same exceptional service to commercial businesses that we are known for in the residential arena.

Empire focused on developing and evolving as a company, while simultaneously encouraging employee growth, through the introduction of the Bright Ideas Program in 2014. This program encourages and rewards associates for their creative ideas. This program shows our associates that their input is valid and strengthens the company by allowing everyone the opportunity to have their ideas heard.

Empire donated approximately 50,000 square feet of hardwood flooring, laminate flooring, and ceramic tile to Habitat for Humanity. Empire’s product donation, with a retail value of more than $500,000, was available in six Habitat for Humanity ReStores. The flooring was sold to the general public at reduced prices, and all proceeds will be used by Habitat for Humanity affiliates to build homes and revitalize communities both locally and around the world.

Empire continued our commitment to sound environmental practices through our relationship with Carpet America Recovery Effort (CARE) to minimize the environmental impact of our operations. Through a partnership with Carpet Landfill Elimination And Recycling (CLEAR), we recycle 100% of the eligible carpet and padding removed from our customers. To date, Empire has recycled 28 million pounds of carpet and padding.

With over two million satisfied customers, Empire continues to build positive relationships through ethical business practices. We believe Empire is worthy of being recognized with the prestigious American Business Award for Company of the Year.

In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this organization since the beginning of 2014 (up to 150 words).

• Better Business Bureau– Empire won BBB Torch Awards in two of our local markets, and we were finalists in three more.
• Net Promoter Score– We achieved a score of 64.1%; the average company has a score of 34%.
• Tablet Orders– Sales representatives began carrying tablets, resulting in increased efficiency and numerous options that cater to the needs of the customer.
• Retail Stores– We opened three retail stores, providing an alternative to our traditional shop-at-home experience.
• Merchandising– We completely revamped our product selection process, focusing on choosing products that reflect the way our customers live.
• Professional Business– We significantly expanded our Commercial/Professional Business Line, resulting in 40% growth from the previous year.
• Habitat for Humanity– Empire donated approximately 50,000 square feet of flooring products to Habitat for Humanity.
• Sound Environmental Practices– We partner with Carpet America Recovery Effort (CARE). To date, we have recycled 28 million pounds of carpet and padding.

Of the following measures of success, which ONE do you want the judges to most appreciate about your organization's story of achievement since the beginning of 2014?

Customer Service