Is your model broken?

Is your model broken?

May 16, 2011

Big box retailer, Office Depot, knew something was broken when they announced a $46 million loss in 2010. By their own admission, Office Depot was not taking care of their retail store customers. When Kevin Peter’s head of the retail division went undercover and mystery shopped nearly 70 Office Depot locations, his findings were “disappointing”.

Besides fierce competition from other giants such as Staples and OfficeMax, Mr. Peters found customer needs were not being met. Customers would leave without getting help they needed, store layouts were too confusing and difficult to maneuver. Immediate changes ensued. Office Depot adopted the new edict, “We drop everything and help the customer.” As a result of some undercover work as a mystery shopper from the man at the top, Office Depot is now a customer centric company. They downsized, reorganized store layouts and put customer needs first.

Is your model broken? Are you aware of how your business is perceived by the customer? Mystery shopping can keep your business model intact. http://ow.ly/4VVkY