Staples Canada Partners With Agility Metrics to Implement Countrywide Customer Experience Management Program

Agility Metrics announced today that it has been chosen by Staples Canada to run its Customer Experience Management program at more than 300 Staples and Bureau en Gros locations across Canada. This program will help Staples maintain its leadership position as Canada’s largest everyday-low-price retailer of office supplies, business machines, office furniture, and business services.

“We’ve come across many vendors with impressive offerings, but only Agility Metrics possesses the vision, commitment to innovation, and complete flexibility that we need in a long-term Customer Experience Management partner,” said Lindsay Gillians, Team Manager for Retail Customer Satisfaction at Staples Canada.

With this program, Agility Metrics will help Staples raise the bar in terms of delivering remarkable customer experiences, driving deeper customer satisfaction, and increasing customer engagement. This comprehensive program will allow Staples to continuously capture customer feedback across all store locations and across multiple moments of truth, including the retail experience, the Copy & Print experience, and the Easy Tech support experience. Agility Metrics will integrate seamlessly with Staples’ internal business intelligence systems, ensuring that the voice of the customer meshes with existing data to provide a richer and more holistic picture of Staples’ customers.

Agility Metrics will deliver highly customized reports designed to rapidly surface actionable customer insights and identify specific areas of concern or specific opportunities to improve customer satisfaction and loyalty. These reports will be tailored to the specific needs of individual job roles at all levels across the enterprise and will help Staples improve employee accountability and increase operational execution at the overall brand and local unit levels.

“The great part about this program is that senior management gets instant access to the insights that matter most to them,” said Kevin Knieriem, Staples Canada’s Manager of Retail Customer Experience Solutions, Communication & Services. “This way, senior managers can stay on top of the pulse of the customer experience as if they were standing right there at the ground level.”

Agility Metrics will also provide Staples with powerful tools to better manage delighted and dissatisfied customers. With Clik2Tell, Staples will be able to unlock the viral power of great customer experiences and drive brand advocacy across Facebook and other social networks. Additionally, Staples will be better equipped to respond to the needs and concerns of dissatisfied customers. Real-time customer rescue alerts will allows Staples’ managers to stay on top of customer issues through the automated delivery of alert messages and real-time management of service recovery events.

“Whether we’re talking about office supplies, business services, or tech support, nobody makes it as easy for customers as Staples Canada,” said Richard Pridham, President & CEO of Agility Metrics. “We’re proud to help this great Canadian retail brand pave the way towards even better customer relationships.”