Lowe's 2011 Annual Report Download - page 10

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Lowe’s Companies, Inc. 2011 Annual Report
How-to Videos
How-to videos allow Lowe’s to offer advice and support on the customer’s terms. An online video can
be a great resource to reduce frustration and keep a project moving along. We continue adding to our
more than 600 how-to videos available on Lowes.com and our mobile app for the iPhone.
Knowledgeable Associates
Connections, an online employee social business network, gives our knowledgeable associates the
ability to easily share information at any time with other employees so they can more quickly provide
advice to customers. We have also equipped store employees with iPhones and the necessary applica-
tions to more quickly help customers find inventory, place Internet orders and even access their
mylowes accounts.
Social Media
Customers are relying more heavily on social media to gather information and advice before making
purchase decisions. And we are meeting them where they are, whether it’s generating buzz on Twitter
or inspirational content on Facebook. Additionally, Lowes.com allows customers to share ratings and
reviews on the products we carry.
More Improvements to Come
At Lowe’s, we are committed to Never Stop Improving™. That means we will tirelessly think of new
ways to simplify home improvement. The customer will be our guide, as we use surveys, focus groups
and our more than 1,745 stores to test new products, displays and technologies prior to rolling
improvements across the entire company.
Our
Promise