Lowe's 2011 Annual Report Download - page 7

Lowe’s Companies, Inc. 2011 Annual Report
Getting Supplies
Lowe’s uses market-specific data and assorting tools to ensure we have the right product in the
right locations to meet customers’ needs. If a product cannot be found in a store, we have an
“endless aisle” of over 250,000 items available on Lowes.com, supported by Flexible Fulfillment
capabilities that allow us to ship products from the most efficient locations—whether store, dis-
tribution center or vendor—directly to the customer’s home, usually within two days.
Starting the Project
It’s both exciting and daunting to begin projects. Whether demolishing the old, prepping the area
or starting to build, customers can rest assured that Lowe’s is with them every step of the way.
They can begin their projects with confidence knowing that our associates are only a phone call
or e-mail away with advice to help solve even the most challenging situations.
Making Progress
We are ready to support customers in our stores, from our contact centers, and with helpful
online videos. Utilizing our internal social business network, employees have access to exten-
sive knowledge and information to help customers solve problems and complete their projects.
Finishing
As the work nears completion, Lowe’s is there to help customers put the finishing touches on
their project and truly make it their own. Lowe’s will be standing by to offer assistance after the
last tools are cleaned up and put away, offering helpful maintenance tips and repair advice to
ensure their completed project has a long life.
Enjoyment
With the project completed it’s time to relax and show off the final product. Customers can share
project experiences and images on Lowe’s social media platforms or the Creative Ideas website.
They can also use our individualized portal, mylowes, to set reminders for required mainte-
nance, easily find and reference owner’s manuals, and see the products and paint colors they
bought in case they need more. And when it’s all said and done, we think they’ll be inspired to do
another project with Lowe’s.
Developing
Customer
Relationships