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Home Depot vs Lowes - Research Paper Example

Additionally, Home Depot goes beyond its mission to support sports, charitable organizations, and community projects. This has boosted its customer base and public image. Comparatively, Lowe’s vision aims at improving its operations to provide customer focused services and products. The company is still in the process of offering best services to their clients. From the year 2011, Home Depot has geared its efforts towards a better customer relationship management (CRM), which help in understanding and servicing the customers. First, Home Depot delivers as promised. Their lead-time for a delivery is as minimal as possible. Although they hire installation services like all other competitors, Home Depot have adopted good values of making a promise and fulfilling it on time. An article on seeking alpha website quotes a customer who received an installation of three appliances from Home Depot in one day. In fact, in three hours everything went as arranged (“Seeking Alpha” web). From their website, “Home Depot offers national installation services through pre-screened independent contractors for products ranging from floors to roofs, windows to water heaters, and kitchen cabinets to vinyl siding” (Home Depot web). Lowe’s is an equal competitor of Home Depot but has a longer lead-time for their deliveries and is unable to arrange installation of appliances on the same day. Secondly, Home Depot has equipped their employees with detailed product knowledge. Each appliance specialist on the stores

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can handle all questions from customers. Lowe’s is a major competitor of Home depot that has followed suit in beefing up its services to accommodate its customers. However, feedbacks from customers prove that appliance specialists do not have detailed product knowledge beyond reading off the display card (“Seeking Alpha” web). This means that some of the customer’s questions remain unanswered, which is a poor CRM. Thirdly, according to the Atlanta Journal Constitution as quoted in Clark Howard website, Home Depot in efforts to improve services to its customers has implemented a new handheld device. The device allows employees to check stock, call around the store, and ring up the customer immediately with the information (“Clark Howard” web). Additionally, first phone enable appliance assistants to speak to their colleagues and inquire where about of certain products, reducing customers’ waiting time. To improve service to its customers, Lowe’s has introduced a new credit card that enables customers to pay for products without annual fees charged on it. To attract customers to use it, Lowe’s gives customers an option to receive 5% discount on a single purchase or a special financing offer (Trefis web). Fourthly, Home Depot shows courtesy to its customers by giving them 10%discount up to $500 maximum to all active, reserve, retired or disabled veterans and their family members with a valid military ID (Kate web). Lowe’s has adopted a similar option to serve their customers better. Fifthly, Home Depot has a good CRM that enables customers to give feedback for the services, products, and information received from Home Depot. Information received from customers allow the company to offer better services and give the company information needed to innovate better products that are customer oriented (CCK web). Lowe’s has an online rebate centre where customers can learn about price changes and find answers to the questions they may


Home Depot Versus Lowe’s Customer Service and Advertising The mission statement of Home Depot reveals that the company has a competitive advantage because of the excellent services it offers to its customers. The first core value of Home Depot is to offer excellent services to its customers…
Author : yziemann
Home Depot vs Lowes
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