Lowe's 2011 Annual Report Download - page 9

Lowe’s Companies, Inc. 2011 Annual Report
Our
Promise
On-Site
Sometimes customers prefer to shop on their own turf—perhaps literally in their backyard—and for
more complex exterior projects our project specialists can bring samples and technology to envision
the possibilities, take the necessary measurements and tender the sale, all in one at-home visit!
Similarly, our Commercial Account Specialists can provide support and expertise to commercial cus-
tomers at their job sites or places of business.
Contact Centers
Whether for product information, product service assistance, project trouble shooting or to make
purchases over the phone, our contact centers can take care of customers’ needs in one call.
Customers can also obtain real-time assistance from a contact center associate by using Click-to-
Chat on Lowes.com.
Simple Through Knowledge & Support
With a proliferation of news, media and technology, consumers are looking for control and simplicity
as well as advice and the know-how to begin their project. Simply put, they are seeking solutions. Yet
home improvement is complex, and they need us to help remove the complexities to make it easy and
intuitive—in other words, simple.
Repair Services
Customers want one-stop shopping with a company that stands behind the products it sells. We pro-
vide in-warranty and out-of-warranty repair services for major appliances, outdoor power equipment
and tools. Our contact centers take the calls, diagnose the problems, and facilitate the resolutions,
making after-sales service simpler for customers because we manage the entire process.
myLowes
mylowes is a revolutionary new online tool that is unique in the home improvement industry. It makes
managing, maintaining, and improving homes simpler than it’s ever been. Customers can create home
profiles; save room dimensions and paint colors; organize owner’s manuals and product warranties;
create shopping, “to do” and wish lists for projects on the horizon; set recurring reminders for com-
mon maintenance items; and store purchase history from all sales channels.