Lowe's 2012 Annual Report Download - page 8

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Seamless & Simple
STR ATEGY
Lowe’s is building better home improvement experiences by becoming more seamless and sim-
ple. To deliver seamless and simple experiences, we are evolving our sales culture across all
channels, upgrading and continuously enhancing our information technology infrastructure, and
allowing access to customers’ project and product status at all relevant touch points. These
efforts will allow Lowe’s to deliver seamless, supportive and inspiring experiences anytime and
anywhere customers choose to engage.
PROCESS
Our associates are critical to delivering seamless and simple experiences. Whether in our stores, online, by phone, at the
customer’s home or place business, they must understand the projects customers are working on, how they want to
complete them, and the role Lowe’s can play in making the experience as enjoyable as possible. We are evolving from
an order- and transaction-oriented culture to an increasingly project-oriented culture and will build trust by partnering
with customers to recommend solutions that fit their needs and help them make the right decisions based on their
home improvement goals.
To deliver seamless and simple experiences, we have upgraded our infrastructure and given customers and our associ-
ates greater access to more products and information through enhanced mobile technology, MyLowe’s and Flexible
Fulfillment. While continuing to enhance these tools, we will also deploy central dispatch and central production offices
to more efficiently fulfill and install customer orders. The Central Dispatch Office will allow for centralized scheduling of
delivery and better route planning. Customers will have more accurate delivery windows and up-to-date status visibility,
and more deliveries per route will lead to greater fleet utilization and lower fuel costs. The Central Production Office
will consolidate labor and centralize production management including products, installers and project planning. These
changes will provide better coordination and communication to customers while improving operational efficiencies.
PROGRESS
Sales Culture
We have introduced new sales training programs for store and contact center employees that focus on three distinct
customer interactions: customers looking for inspiration, customers with a predetermined shopping list and custom-
ers working on a multi-stage project. We are further developing our sales culture and paving the way for the next
stage of our transformation.
Lowe’s Companies, Inc. 2012 Annual Report page 6