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Office Depot OfficeMax

Office Depot OfficeMax made massive efforts to modernize its digital presence. And its hard work paid off quick. Why does the brand find itself at #8 on our list — up 17 spots since the last Index rankings?


Continuing a common thread present across many of our top 25 performers, Office Depot OfficeMax has taken gigantic strides to make its ecommerce sales process an enjoyable one throughout the pandemic. And it’s already seeing a 20% increase in year-over-year online sales, proving that it can successfully transition to having a strong online platform. The company is smartly tuned into the trends surrounding the future of work, and plans to continue making ecommerce and innovation a priority.


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Office Depot OfficeMax

Why we love Office Depot OfficeMax

Post-purchase engagement

Engaging with shoppers after a purchase to learn about their experience, ensure their satisfaction, and drive future purchases is crucial to keeping customers in a loyalty loop. Office Depot is part of only 41% of the Index that asks shoppers to rate their purchase experience to gauge satisfaction after the fact. The brand goes beyond its competitors by sending additional post-purchase emails to let customers know their rewards status, and to provide them with personalized product recommendations based on their recent purchase.

post-purchase engagement example

Consistency across channels

Regardless of where shoppers engage with the brand, Office Depot OfficeMax ensures a consistent experience. It offers exclusive deals and offerings based on a shopper’s rewards status through email and website notification. Similarly, its user-friendly app displays the same shopper profile with synced recommendations and shopping cart activity.

multichannel CX example

Web personalization

The brand’s website features personally tailored design layouts for every individual shopper browsing. The page is complete with recommendations for not only trending items, but also collaboratively filtered product recommendations based on recent searches, recently viewed items, and items that may complement products already in a cart.

web personalization example

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Total Score 79
  • Email 21
  • Web 20
  • Mobile 17
  • Offline 9
  • Web 12
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