How Office Depot's president builds trust with shoppers in a digital world [Fortune]
The ODP Corporation (ODP)
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Source: Fortune
Each week, the office supply retail chain led by Moffitt tracks its “greet score”—the percentage of customers who say they were welcomed at the front of the store. During that greeting, associates are also expected to ask pointed questions. Related Video “It's really intended to be a ‘What brought you in today? What are you looking for? What problems are you trying to solve?'” Moffitt tells me from Office Depot's HQ in Boca Raton. The goal: “To try to get to know a customer as soon as they walk in the door.” For Moffitt, who's also president of OfficeMax and executive VP of parent company The ODP Corporation, making that connection is a way to build trust. “It's really thinking about the entirety of the customer experience and trying to create an environment where they feel like they are not only purchasing a product but solving a problem.” In a digital world where we spend so much time staring at a screen, that's more crucial than ever, reckons Moffitt, who's been presiden
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