In the past year, Staples.com has experienced more than 500% growth in total customers, many of whom are small-business owners, said Mahoney, who has been with the e-commerce venture since it launched in November 1998.
Name: Kelly Mahoney
Getting the small-business decision-makers on the site is only part of the challenge. If a customer doesn't have a positive shopping experience, then the site has failed, Mahoney said.
Staples.com sells more than just office products online. Visitors may also procure business services, including printing, Web design and human resource management. Additionally, business buyers have the opportunity to register for regular e-mail reminders telling them when to order more toner, paper and other inventory items—a precursor to automatic replenishment.
"We have people coming to our site who have never made a purchase online," Mahoney said. "Our mission is to give them plenty of reasons to come back."