Lowe's 2006 Annual Report Download - page 7

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on Customers Each Week
Although times have changed, Lowe’s
values have not. Customers still drive
our business, and Lowe’s is committed
to delivering excellent customer service
to the more than 13 million customers
who shop our stores weekly for custom-
ized solutions built around their needs.
For 60 years, great customer service has been part of the
Lowe’s culture, and it has never been stronger, even in this
challenging operating environment. Our solid foundation of
delivering great customer service drove an 8.5% increase in
sales in scal 2006.
Our 210,000 customer-focused employees are the foundation
of our success. We actively recruit career-minded individuals
and provide ongoing training to sharpen their customer
service, product knowledge and selling skills. Our career
opportunities and great benefits enable us to attract and
retain engaged employees.
We conduct extensive research, gaining valuable insight into
customers’ needs and building a relationship with them. We
strengthen our relationship with national advertising and
targeted local communications. Our new campaign and slogan
“Let’s Build Something Together”™ resonates with customers
and communicates our values of customer service, helpful
employees and teamwork. Our customer database gives us
insight into who shops our stores, and we use this information
to communicate directly with customers about products and
projects that interest them most.
An integral part of our long-term growth strategy is Specialty
Sales, including Installed Sales, Special Order Sales, e-Commerce
Sales and Commercial Business Customers (CBC). Installed
Sales continues to grow and serve customers with an enhanced
product oering, professional installers and well-trained sales
specialists. Special Order Sales, where hundreds of thousands
of products are available to meet customers’ demand for unique
home improvement solutions continues to grow and represents
approximately 6% of total sales. We continue to add content
to our website and enhance our merchandise selection to
meet customers’ needs. Commercial sales are growing and
represent approximately 25% of total sales. Our stores carry
professional-grade products in job-lot quantities and have a
CBC project desk staed with sales specialists to meet the
needs of commercial customers.
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