Home improvement retailer Lowe’s is in the midst of an ambitious set of data and information management projects aimed at customer loyalty, store efficiency and mobility. Together, the retailer hopes the efforts will mark a new generation of competitive customer service.
The most visible effort to date is now online, and attentive television viewers may have already noticed commercials announcing Lowe’s new “home asset management” website, MyLowes.com.
As the ads detail, the site allows registered users to track their purchases, home improvement projects and historic product details like the type and shade of paint. The first rollout offers shopping lists and calculators for room dimensions customers can upload and save to the site.
“In a nutshell, it makes home improvement simple,” says the voiceover in the ad. It’s a message that is reiterated by Kevin Davis, Lowe’s enterprise business intelligence director. “Our model really is about simplicity, to make the customer experience as easy as possible, and 95 percent of that is about data management and project management. These are the things we’re working to get better at.”
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