CASE STUDY: HOW STAPLES INFUSES THE VOICE OF THE CUSTOMER INTO EVERY BUSINESS UNIT

Abstract

Why it's so important that everyone listens to customers and how to do it.

Why your internal customers never hear your external customers and why they should. Low-tech ways for mining customer feedback from every touch point

Mechanisms for sharing the voice of the customer.

How the voice of the customer can transform your entire business.

Five ways to capture the voice of your customer.

Why group monitoring works.

Three strategies for sharing the customer's voice in critical decision-making meetings and processes.

A proven approach to understanding what your customers are really asking for.

Several ideas on how to infuse the voice of your customer into your company's culture.

Utilizing the voice of the customer as a gauge for competitive advantage and innovation.

Leave with a strategy for using customer feedback to reinvent your customer experience, and make customer service a powerful new ally within your company.

Walk away with ideas that work, from a company that has successfully infused the voice of the customer into their everyday business.

Guarantee: You will take away concrete ideas that you can begin to put into practice in weeks and months, not quarters and years, to begin infusing your customer's voice throughout your business.

Bios

James DePhillips has been working within Staples Customer Service for more than five years. Mr. DePhillips began his career in the IS Support Center where he led various projects to improve the overall customer experience. Currently, he works within Staples North American Delivery Process Improvement team as a Project Manager. He leads a team of analysts and coordinators supporting process improvement initiatives across all functional areas. He received a BS from the University of New Hampshire.

Ann Warmuth has been at Staples for over 5 years. She has participated in several teams responsible for process improvements across Staples. Currently she is responsible for ensuring that Staples complies with all mail order regulations through reporting and analysis of available data related to on-time delivery performance and proactive service failure customer notifications. Ms. Warmuth drives customer-facing service improvement by working toward continuous improvement in Staples ability to report and act on service failures in accordance with federal mail and telephone order rule and Staples policies and procedures

Prior to joining Staples she was a Quality Consultant where the majority of her work in the Quality field has been in a non-manufacturing environment.

She is actively involved in the quality and process improvement professional community and is active in NEQC, QSGNE, and a Chair Elect for the ASQ Worcester Section. She received a MS in Quality Management from Anna Maria College, Worcester, MA