Lowe's 2011 Annual Report Download - page 8

Lowe’s Companies, Inc. 2011 Annual Report
Delivering better customer experiences requires a promise that we will pro-
vide the best combination of possibilities, support and value wherever and
whenever customers choose to engage with Lowe’s. This promise rests on a
foundation of retail excellence, requiring us to continually improve our cus-
tomer service, product offering and store presentation. It also requires us to
provide seamless support across all channels, and to simplify the shopping
experience for customers and our associates.
Seamless Across Channels
Lowe’s must be available to customers anywhere and anytime, providing possibilities, support and
value, whether in store, online, by phone, at the customer’s home or place of business. In 2011, we
implemented systems to share information across these channels to improve the customer
experience.
In Store
With an upgrade to our store information technology infrastructure, customers and employees have
access to more and richer information. Many of our stores incorporate touch screen technology within
displays of new and innovative products, so customers can visualize how to enhance their homes or
simplify their projects. Additionally, in-store Wi-Fi and barcodes help customers comparison shop
and access how-to information on their smart phones, allowing them to finish their research and
make a purchase decision without leaving the store.
Online & Mobile
We are rapidly expanding our online assortments to offer customers a broader range of products,
available online, in our stores, or from our mobile app—one of the highest rated retail apps in the
Apple Store. We refer to this wide offering as an “endless aisle.” This “endless aisle” is supported by
Flexible Fulfillment, which allows us to ship products from the most efficient location—whether store,
distribution center or vendor—directly to the customer’s home, usually within two days. Or a customer
can buy store-stocked items online and pick them up in the store—and we guarantee to have them
ready for pick-up within twenty minutes.
Our
Promise