Lowe's Revamps Stores to Capture Larger Share of Customers’ Wallets

Citing internal research indicating that nearly two-thirds of home improvement customers shop at more than one retailer and that lack of differentiation is the culprit, Lowe's newly minted Chief Customer Officer Gregory Bridgeford identified multiple steps the retailer is taking to grow share of wallet among its customers. "There's a real opportunity to create a more differentiated brand experience and earn greater customer loyalty," said Bridgeford during a recent presentation to analysts. "We've chosen to focus on delivering better customer experiences rather than differentiating on price or product alone."