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Chapter 6. Service Leadership—Adding Val... > Bricks-and-Mortar to Clicks-and-Mort...

Bricks-and-Mortar to Clicks-and-Mortar Transition


Office Depot, the world's largest seller of office products, operating a total of 813 stores throughout the United States, Canada, France, and Japan, with sales of nearly $5 billion in 1999, successfully exemplifies the bricks-and-mortar to clicks-and-mortar transition. The company, headquartered in Delray Beach, FL, created a separate division called OfficeDepot.com and located it literally on the other side of the United States, in San Francisco's Mission District. Fueled by the company's mission statement to be "the most successful office products company in the world,"[1] Office Depot acknowledges that "Our success is driven by an uncompromising commitment to: Superior Customer Satisfaction: A companywide attitude that customer satisfaction is everything,"[2] a strategy that is clearly paying off, as its online channel has proven highly successful. The August 1999 Quarterly Report states:

[1] http://www.officedepot.com/corpinfo/mission.asp

[2] Ibid.

The introduction of the Office Depot public Internet site http://www.office-depot.com in January 1998 contributed to increased sales in our Business Services Group by offering our customers greater flexibility in their ordering choices. Sales from our public and business-to-business web sites increased to $70.2 million in the second quarter of 1999 and $120.5 million in the first half of 1999, compared with sales of $12.2 million and $18.1 million in the second quarter and first half of 1998, respectively.[3]

[3] Office Depot Inc., Quarterly Report, 2nd Quarter, August 10, 1999.



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