Home > tips, trends > Customer service strategy at Office Depot

Customer service strategy at Office Depot

Is it just me or has the quality of the articles in HBR got better? To that point, the current issue has an interesting article from the president of Office Depot. Ostensibly, it’s about customer service strategy, but there are few other titbits that caught my attention:

  • The top three players in the office supplies business (market size: $300B) have less than 10% of the market. Smells like an opportunity to me.
  • A typical Office Depot carries ~8,500 SKUs. This is right in line with the ~8,000 SKUs that a typical Staples store carries. No real differentiation here.
  • 65% of Office Depot customers are SMB. They care about is convenience above all else.
  • “We need our customers more than they need us”. Amen to that.
  • Office Depot was spending more time keeping its bathrooms spic and span, while ignoring customers.

As a consumer, it’s hard for me to distinguish between office supplies stores – this may be an opportunity for one of these players. As a consultant, it’s refreshing to see companies (and especially executives) stay humble and keep customer needs in mind while formulating strategy.

Worth a quick read if you’re in the office supplies / retail business. Email me if you need a copy (the website requires subscription/registration).

Advertisements
Categories: tips, trends Tags:
  1. No comments yet.
  1. No trackbacks yet.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: