Overview

This major Canadian retailer is the premier supplier of office supplies and equipment in North America. With a global presence in over 20 countries, it  is poised to dominate the retail office supply market. This retailer partnered with Market Force in 2008 and opted for a combination of Customer Surveys and 1-800 Live Operator Support with a goal to identify and improve the key aspects of the customer experience that drive sales and profitability. This strategy has enabled the company to grow transactions and basket size across their retail network.

Market Force Customer Intelligence Solutions utilized by Major Canadian Retailer:

• Customer Surveys
• 1-800 Live Operator Support
• Promotional Surveys

Outcomes:

• Market Force selected as operations vendor of the year in 2010
• Enhanced sales and profits across the retail store network
• A corporate culture focused on the customer and the customer experience
• Strategic insight into what matters most to their customers

“A great strategy starts with knowing what matters most to your customers. Having reliable metrics in place and ways to help our managers be successful in their stores has lead to phenomenal results.”
–VP of Operations