In a session this week at the Shop.org Annual Summit in Chicago, Chris Childers, director of customer research at Office Depot, discussed how the retailer is leveraging customer feedback to drive better customer experiences and, ultimately, more sales.
Office Depot receives more than 15,000 customer comments per week — and it reviews each one of them. Store employees are tasked each day when they start their shift to review the previous day's comments from shoppers in their store. If a customer has a negative experience, the store manager will follow up with them to see if they can fix the problem.
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How Office Depot is Leveraging Customer Feedback to Drive Sales
In a session this week at the Shop.org Annual Summit in Chicago, Chris Childers, director of customer research at Office Depot, discussed how the retailer is leveraging customer feedback to drive better customer experiences and, ultimately, more sales.
Office Depot receives more than 15,000 customer comments per week — and it reviews each one of them. Store employees are tasked each day when they start their shift to review the previous day's comments from shoppers in their store. If a customer has a negative experience, the store manager will follow up with them to see if they can fix the problem.