Dive Brief:
- The Home Depot is rolling out tools that give store associates more insight into professional customers’ buying patterns and expiring loyalty perks to help capture more contractor market share, executives said during a Q2 2024 earnings call Tuesday.
- The enhancements build on the retailer’s Sidekick app, which offers associates assistance with tasks ranging from monitoring stock levels to guiding customers through complex home improvement projects.
- “We know that delivering the best shopping experience for any purchase occasion is critical to our success,” Ann-Marie Campbell, senior executive vice president of U.S. stores and operations, said during the call. “That is why we continue to invest in our associates, our in store capabilities, our fulfillment channels and the customer experience.”
Dive Insight:
Home Depot’s associate-facing tools aim to help the company further differentiate the experience for professional contractors, whom the retailer is courting to accelerate sales growth.
The Sidekick app and its associated tools provide the foundation for the “fast in and out, convenient experience many of our customers desire — especially our pro customers,” Campbell said.
Home Depot already uses Sidekick to assist with retail CX basics, like helping associates keep shelves stocked, and the newest features are focused on providing advanced help for professional customers.
One recent addition is Pipeline Management, which offers associates and managers a consolidated digital view of a given customer’s activity related to kitchen design. The tool aims to help workers better manage complex projects and effectively communicate with pro customers throughout their customer journey, according to Campbell.
Not all of Home Depot’s recent CX improvements are for in-store experiences. The company is continuing to develop its order management system and expanded its partnership with Instacart to offer same-day delivery on products weighing up to 60 pounds.
