Lowe's 2013 Annual Report Download - page 4

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“ We are setting a course to deliver the best customer experiences in
home improvement. I believe even better results await us, and our
shareholders, on the horizon.”
In addition, we continue building customer experi-
ence design capabilities that will differentiate Lowe’s
from other home improvement providers. In order
to help customers visualize their home improvement
projects, we will offer a cohesive group of products
that provide relevant occasion-based solutions
presented in an inspiring manner. With this offer-
ing, we will deliver authoritative project advice and
affordable style across channels.
And we are investing in the people, process and
tools necessary to make these experiences seam-
less across selling channels, transforming our
current multi-channel offering—in store, online,
in home, and by phone—to an omni-channel
experience with our brand. Customers should be
able to start their projects within one channel and
continue them in any other channel, maintaining
visibility to previously generated ideas and selec-
tions, the status of orders placed, and pending
deliveries and installations. To do this, we are
developing new project management tools and
expanded fulfillment capabilities. Project manage-
ment tools will enhance our associates’ ability to
provide tailored service to customers across any
of our selling channels. Expanded fulfillment
capabilities will allow transactions to be fulfilled
through the most convenient and cost-effective
means available, whether from another store,
distribution center or directly from the supplier.
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