SYS-CON MEDIA Authors: Adine Deford, Cynthia Dunlop, Harry Trott, Xenia von Wedel, Peter Silva

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Quill.com Turns to Its Customers for New Ideas

Quill.com, a provider of every product that busy professionals need to run their small-and medium-sized businesses, is launching a dedicated crowdsourcing platform for ideas that will help it boost its industry-leading customer service ratings even higher. Not limited to just service – this is about the entire business.

Quill Ideas, an online-innovation community that formally launches today, will solicit and implement ideas from Quill.com’s customers and employees. The company is also implementing protocols to regularly review ideas and implement the suggestions that score the highest.

A soft launch that began two weeks ago has already garnered more than 13,000 interactions made up of ideas, votes and comments.

Quill.com executives hope that opening their ideation process up to customers will help it sustain and even improve upon its outstanding customer retention rate of 93%. Its average customer tenure lasts about 11 years.

“The result, we hope, will be a sustainable flow of ideas, as well as a closer relationship with customers who will have a greater say in how we serve them,” said Quill.com President Sergio Pereira. “We’ve always been fortunate to enjoy a rare level of trust, but we believe including our customers in the process of innovation will further deepen our connection with them, and drive more meaningful new ideas to market.”

Available through a dedicated landing page at ideas.quill.com or in the header on the Quill.com homepage, Quill Ideas will let both their customers and employees submit and evaluate new ideas for our business. Ideas that gain traction within the community will be systematically brought to the relevant executives within the company and evaluated regularly by a dedicated innovation team.

Additionally, engagement will be incentivized by applying principles of gamification that will reward regular engagement in a fashion similar to the way badges work on social channels such as Foursquare, while also providing regular evidence that Quill.com is listening, and what they are hearing is making a difference.

The company is also hoping crowdsourcing can improve its internal procedure through an employees-only version of the platform that launched last month.

About Quill.com

Quill.com provides busy professionals every product they need to run their small- and medium-size businesses. Delivering an expansive assortment of products like technology, cleaning & breakroom supplies, business furniture, safety products and general office supplies, our singular focus is on meeting the needs of our customers.

Founded in 1956, Quill.com is headquartered in Lincolnshire, IL, and employs more than 500 people and operates 12 state-of-the-art distribution centers. In 1998, Quill.com proudly became part of Staples, Inc.

For more information, please visit www.quill.com/about, or follow us at www.facebook.com/quill or at www.twitter.com/quillcom.

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