Linens That Last: Penny Murphy, President of Pioneer Linens, Discusses How Company Pivots Have Led to More than a Century of Success

So much from the past is long gone — corded phones, the food pyramid, writing checks at the grocery store. But on the flip side, there are things from years gone by that have come back — mom jeans anyone? And then, there are the things that last the test of time. Traditions, styles, and yes, even businesses. Pioneer Linens is one of those companies that has stood strong for more than 100 years and sure, it has gone through its fair share of changes and pivots over the years, but as President, Penny Murphy, told me on this episode of Up Next in Commerce, the commitment to serving its customers has remained through it all. And today, Pioneer Linens is succeeding by giving customers the best experience not just in-store, but online as well. In fact, Pioneer moved into the ecommerce world way back in the 1990s, and Penny led the charge. We got into that story and dug into the company’s long history, the lessons Penny and her daughters have carried into running the business today, and where this century-old company is headed next. Enjoy this episode!

Main Takeaways:

• A Lasting Legacy: Although a company may pivot or change throughout its history, what customers remember most is the experience they had and the people within the company they interacted with. No matter where your business is headed, the most important thing to remember is to create the best customer experience possible and connect with customers as much as you can.
• Lessons From The Past: Even if you don’t have a 100-year company history to rely on, you can always look to the past for trends and ideas that are likely to come back around. There is a saying that history repeats itself — and it’s true. So be a student of history and prepare yourself with knowledge of what has happened before so you can be ready for the future.
• Instant Gratification: Although it is sometimes risky to carry a lot of inventory, it’s equally risky to not have enough of what customers want readily available. When customers shop, they are often looking to solve a problem right now, and if you can’t meet their needs, you will lose out on a sale today, and also the possibility of future sales from that same customer.

For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.

---

Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Respond quickly to changing customer needs with flexible Ecommerce connected to marketing, sales, and service. Deliver intelligent commerce experiences your customers can trust, across every channel. Together, we’re ready for what’s next in commerce. Learn more at salesforce.com/commerce

---

For a full transcript of this interview, click here.