Date: February, 11, 2013
Subject: Never Stop Improving - Lowe’s
Lowe’s vision and core values indicated that they will provide customer-valued solutions with the best prices, products and services to make Lowe’s is the first choice for home improvement. Most of my experience with Lowe’s has services inconsistence or gaps compare to their mission statement, vision and core values. Lowe’s is lack of understanding that customer is vital stakeholder in successful retail business. Some of my observations are as follows. * Poor customer relationship and customer service
* Doesn’t solicit customer feedback and suggestions
* Non experienced or knowledgeable retail staff in home improvement * Poor quality in service maintenance, technicians, low profile merchandise * Poor quality of their online ordering system, issues in stock availability check, issues in online order placing etc. * Their website always feels static, doesn’t much energize the customer * Lack of technology usage in-store, online, social media sites, and customer services line. How to improve:
The following are some practical ways that Lowe’s can improve in these areas. * A great way to build relationships with consumers is by giving them a voice and offering a response when needed. * Incorporate a feedback channel into the purchase process to make customers feel valued and get vital information about their experience, encourage reviews from loyal customer. * As Social media is vital influencing stakeholder in modern marketing, pay close attentions what customer are saying on social media website sites, take appropriate actions. * To create delighted customers, home improvement retailers must assist customers quickly, help them find the items that they need, and do this with a customer-friendly attitude. * While many retailers have struggled to right-size their staff with the down economy, retailers should shift strategy to find alternate options such as...
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