Around two-thirds of Home Depot customers use the company's BOPIS service, according to Cherny, and it's proving to be a fantastic in-store revenue driver - 25% of those who come into store to pick up an online order make additional purchases while they're there. BOPISīuy Online Pick Up In Store (BOPIS) is another big winner for the company. Customers can view the scene as if these items were real, allowing them to see if items of furniture or decor match their home interiors without having to measure up or take home color samples. The app allows the user to visualize products in a real-life setting using the lens of their smartphone camera. Competing with the likes of Target and Wayfair - both of which feel that home decor is a competitive advantage for them - a new innovative approach was needed, which gave rise to Home Depot's new augmented reality app. One big push Home Depot has made over the last year is in home decor. ![]() And that means combining mobile, online, and in-store experiences into one. "For us, it's important to go where the customer is going - to have them shop their way, any way they want," he says. Marrying Online and Offline ChannelsĪ major issue that affects practically all incumbent retailers is how to merge online and offline operations without frustrating the customer experience.Ĭherny explains that Home Depot has launched what it calls the "One Depot" initiative to achieve this goal. ![]() Home Depot is also making strides in the world of machine learning, which analyzes the online behavior of customers in order to guide them precisely to where they want to be in Home Depot's ecommerce store. Each type has different requirements, and all must be catered for.Ĭherny explains how the "Do It For Me" consumers enjoy a personal service provided by store representatives - while DIYers and professionals, who are often in a hurry, can navigate stores in quick-time using the Home Depot app's map feature. those who can't or don't want to do DIY). ![]() Home Depot has three distinct types of customer - contractor pros, DIY customers, and "Do It For Me" customers (i.e. Any business that wishes to prosper in the digital age needs to cater for the modern customer's precise needs and preferences - and Home Depot is no exception.
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