We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes—but I was passionate about customer service.
Historically, our number-one growth driver has been from repeat customers and word of mouth
We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing
Customer Service Lead
Our customers call and e-mail us to say that's how it feels when a Merch Factory Store box arrives. And that's how we view this company.
Human Resource Manager
Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.
Hopefully 10 years from now, people won't even realize we started out selling shoes. They will just think about Merch Factory store as a place to get the best customer service