Lowe's 2009 Annual Report Download - page 7

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5
Lowe’s Companies, Inc.
2009
THREE CASE STUDIES
Home Improvement Remains
A High Priority
Consumers’ passion for maintaining and enhancing their homes and outdoor areas remains strong.
e uncertainty in the macro environment over the past three-and-a-half years has caused
some consumers to reorder their to-do list – moving small weekend projects to the top, while
postponing or extending the timeline on other more discretionary projects – but the list still exists.
Consumers want one-stop shopping that off ers excellent customer service and quality products
at a great value. At Lowe’s we provide a wide range of products that meets the needs of both the
DIY customer and the Commercial Business Customer (CBC). Using unsolicited customer letters,
the following three case studies describe how Lowe’s off ers products, solutions and expert advice
on how to successfully complete home improvement projects. e fi rst case study underscores the
culture of customer service that is the foundation of Lowe’s success. e second highlights the
sense of satisfaction and accomplishment achieved from a well-executed remodeling project. And,
the fi nal case study refl ects the way our stores meet the needs of commercial business customers.