Lowe’s has just released is a quarterly financial report, and the numbers are indicating a not so successful position within home-improvement industry. Therefore, the company has already decided on some new changes. One of them concerns longer shifts for customer service agents. The company is sure that through this single move it would narrow down the distance between Lowe’s and Home Depot.
Customer Care Agents Will Better Provide for Lowe’s Clients through Longer Shifts
On Wednesday, Lowe’s announced that executives had decided for longer hours worked during peak times. The change concerns mostly customer care agents in order to provide better support for their clients.
Leadership considers that more happy customers than before will offer them a boost in their competition with Home Depot. At the same time, Lowe’s is increasing its influence within the industry with ease thanks to a strong housing sector.
While revived demand is empowering the housing market, Lowe’s claimed that they welcome more customers without extra marketing efforts. Most of the new wave of clients is looking for construction and renovation materials. To provide better support for the increase in demand, Lowe’s spokesperson Colleen Penhall announced new changes.
Therefore, the company is going to reinforce their peak time with additional hours of customer support. On the other hand, store hours will remain the same. As a consequence, the company expects positive customer reviews and a more powerful capitalization for their strong foot traffic.
CEO Robert Niblock Chose an Aggressive Approach to Make up for a Weak Half of the Year
On top of that, executives decided to invest more in their marketing efforts as well. That’s because back in July, foot traffic increased considerably as they rolled out a campaign entitled “Start with Lowe’s.”
These extra marketing funds will ensure customers are informed on different price points, digital marketing receives new optimizations to boost engagement, and key areas receive substantial promotions.
Lowe’s CEO Robert Niblock is turning to a more aggressive set of strategies in order to overcome a weak first half of the year. During this time, the stock market penalized the company for ordinary performance with a stock drop of 3.6% to $73.05.
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