There was an interesting article on Forbes yesterday about How Lowe's Plans To Revolutionize Its Customer Experience. The article talks about how Lowe's is trying to use technology to help engage their customers and improve customer service.
Lowes is introducing a new online tool, called “myLowes”, that will enable consumers to access information and advice via the Internet about their home improvement preferences. It sounds like a personalized digital workbook with various home decorating tools and helpful articles. Along with this Lowe's has supposedly given 42,000 employes iPhones for in-store use to search products and make sales.
"It allows customers to build room-by-room profiles of their homes and to experiment with different styles virtually."
This sounds like it could be a win-win for web-savvy, home improvement shoppers and Lowe's. There is no doubt Lowe's is definitely pushing ahead of the curve trying to find new, innovative ways to engage customers through technology. In my August blog post Lowes Launches A Slick iPhone Shopping App I talked about Lowe's iPhone shopping application. Now they are taking another step further by connecting Lowe's sales people directly with homeowners and giving homeowners additional online tools.
For retailers, Lowes is definitely a company to watch.
Note: flooring retailers Lowes free install for STAINMASTER® Carpet.Offer ends 11/18/2011
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