Lowe's 2002 Annual Report Download - page 8

Home ownership has always been the American dream, and increasingly, homeowners have been putting their money where their
house is. Today, home improvement consumers are conveying an even greater desire for self-expression. Lowe’s is meeting the
expectations of homeowners and home improvement professionals with a combination of quality products, complete solutions and
do-it-yourself expertise.
Lowe’s relationship with its customers is based on knowledge and trust. We listen closely to what customers tell us they want
and conduct extensive research into demographic shifts, changing attitudes and discriminating needs.
Lowe’s stores are designed to meet those needs. Clean, orderly stores with wide aisles and bright lights create an environment
comfortable for all shoppers. Attractive displays and name-brand merchandise hit home with discerning do-it-yourself customers,
while well-organized stores with complete assortments and job-lot quantities allow commercial customers, whose time is money, to
quickly and conveniently make their purchases.
Our award-winning customer relationship database and targeted marketing campaigns allow Lowe’s to communicate with
customers based on the projects or products that interest them most. For example, customers who purchase materials to build a
deck, soon thereafter will receive a catalog highlighting our offering of patio furniture and gas grills that will enhance the enjoyment
of their new deck. Commercial customers will receive materials that are specific to their field, such as plumbing or painting mailers.
LEARN
It’s part of the American psyche
and the American dream. People
want the best quality and value they
can afford for their homes and the
right tools to do the job. Lowe’s
honors and embraces homeowners’
increasing desire for self-expression
by listening closely to our customers
and their aspirations.
6 / 7 LOWE’S COMPANIES, INC. ANNUAL REPORT 2002
LEALEA