Seeking to provide a simplified customer experience, officials at Quill.com—an online business and medical product marketplace for small- and medium-sized businesses—launched Coupon Clipboard, which helps customers use more coupons during their checkout process.
 
When checking out, customers can apply up to five coupons, making it easier than ever to apply even more coupons to their orders. What’s more, coinciding with the launch of the Coupon Clipboard, Quill has enhanced its Coupon Center, which houses and coordinates all available coupons, including dollars off, QuillCASH offers, and free gifts from companies such as Mrs. Fields, The Popcorn Factory, and Rachael Ray.
 
The enhanced Coupon Center now includes longer-lasting coupons offering a wider range of order minimums and fewer product restrictions. These changes, paired with the ability to apply more coupons, provide customers countless more opportunities for savings and free gifts.
 
Based in Lincolnshire, Ill., Quill.com employs more than 500 people and operates 15 state-of-the-art distribution centers. Quill.com has been owned by Staples for the past 20 years.
 
Kayrle Sieber, VP of Marketing for Quill.com, talked to Loyalty360 about the feedback that led to the launch of Coupon Clipboard.
 
“We receive customer feedback in a number of different ways,” Sieber explained. “The most consistent is our Quill Ideas site that allows customers to post suggestions for how we can improve their experience. We had a good amount of feedback about our coupons—specifically how they could be easier to apply—so we acted on that.”
 
Quill.com officials have many goals for Coupon Clipboard.
 
“Our top priority was to make the experience of shopping Quill.com simpler,” Sieber said. “So, we created our Coupon Center that neatly organizes our coupons and allows customers to save them to their Coupon Clipboard. Previously, customers would have to write down coupon codes and manually enter them later in the process. Now customers can save coupons to their Clipboard, then apply them at checkout with a few clicks. We also wanted to cut down on coupon errors [the rejection of a coupon when requirements haven’t been met]. So, we stripped away many of our category restrictions, and also lowered the minimum spend on some coupons.”
 
Ultimately, Quill.com wants to bring “peace of mind” to its customers.
 
“They wear many different hats and navigate hectic workdays to keep their offices running smoothly,” Sieber said. “Our goal is to ensure they don’t worry about office products, trusting Quill will take care of their needs. A big part of that is our live customer service team—our customers know they can count on us to respond quickly to any needs that arise in the moment. That trust builds emotional loyalty. We measure that loyalty by our customer retention.”
 

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