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Posted by Harley Manning on June 19, 2012
Yesterday I wrote a post inspired by insight from Kevin Peters of Office Depot. Today we’re going to hear from the man himself!
My co-author (Kerry Bodine) and I were so impressed by what Kevin’s been doing to reinvent customer experience at his company that we open our upcoming book with a case study about him. We’re also fortunate to have him to speak at our Customer Experience Forum 2012 East in New York just a week from today (June 26th).
Whether you’re going to get a chance to hear Kevin speak next week or not, I’m sure you’ll enjoy the insight he provides in his answers to some questions we sent him. My favorite nugget: Depot Time!
So without further ado . . . heeeeeere’s Kevin!
1. How would you describe the experience that you want Office Depot customers to have?
We care about providing solutions, not just selling products. At the end of the day, we need our customers more than they need us. That philosophy must guide everything that we do. Our customers must feel that their business is valuable to us. To that end:
We work hard to create a shopping experience where our customers can get in, find what they need, and get back to business.
2. What gets in the way of delivering the right experience to your customers?
3. What are a few of the most critical activities Office Depot performs that enable the delivery of a great customer experience?
4. How do you align the culture at Office Depot so that it’s customer-centric?
We like to say our in-store customer experience began as an initiative (one of several), became a journey, and now is a new way of life.