The Home Depot Inc A Digital Transformation for CX Jeffery Elsworth Keith Ferguson Ahmet Kirca Jason Miller Hakan Yildiz Judith Whipple Jeffrey Beck Gerry McNamara 2020
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As a customer, I was apathetic, even disappointed in the store’s digital transformation strategy. This made me lose confidence and trust in The Home Depot Inc.’s digital capabilities. As the CEO of The Home Depot Inc. Jeffery Elsworth mentioned, “The world is changing fast, and that means we must keep pace. look at here The customer is at the center of it all.” And so he should be. “The Home Depot will continue to expand our digital ecosystem, making our physical stores a digital extension of our digital business,” Keith
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In 2020, The Home Depot Inc was in 15th position among 100 largest companies on Forbes list. One reason for their success was their strategy of digital transformation, which started with social media platforms like Facebook and Instagram. As the competition intensified, they introduced new apps like Home Depot App, which was introduced to streamline customer purchasing and improve the shopping experience. To achieve this, The Home Depot Inc had set up the “Digital Design” function within the company. top article This function is responsible for understanding the customers
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At one time in business, you needed to stand on the street corner in front of your store, wave to customers and say “we’ll be right around the corner”. The same applies to an e-commerce platform – if it’s an e-commerce platform, you can’t be everywhere and you won’t have the same reach as the big box retailers who use all of those marketing channels, including television, radio, newspaper and even billboards. In today’s digital world, the best way to do this is through a digital transformation, which is a
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For this paper, I am researching about The Home Depot Inc., their digital transformation for customer experience. I have been reading their annual reports and analyzing their strategies. Here’s what I found: 1. The customer experience (CX) is their top priority. In the past, they’ve been known as “The Home Improvement Store” or “Home Depot” but recently, they’ve adopted “The Home Depot Inc.”. This new name reflects their mission of transforming the way people live and work through high-
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“The Home Depot Inc is a US multinational home improvement and building materials retailer. Our company is currently going through a transformation to meet evolving customer needs, enhance its e-commerce and digital offerings and create a cohesive, seamless customer journey across all channels and touchpoints. The purpose of this case study is to provide a comprehensive perspective on our company’s transformation to a digital-first strategy, and discuss how it has enhanced our brand value, improved our customer experience, and positioned us for long-term success.”
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In 2017, I was a sales and business development intern at The Home Depot. My mission was to help customers find and purchase products they wanted. One way I did this was by using a CRM (Customer Relationship Management) tool called Salesforce. This tool had integrated digital marketing capabilities, but it wasn’t exactly what we wanted it to be. So, we started brainstorming ideas about how we could use a digital marketing strategy to increase sales and improve customer experience. I remember the first meeting where we presented our plan to
Problem Statement of the Case Study
The Home Depot Inc. Has a strategy to implement a new digital transformation process for their company’s customer experience (CX). Our proposed transformation includes a new sales model, a revamped website, enhanced online services, and a new customer service model. The new digital CX strategy will result in improved customer loyalty, increased sales, reduced costs, and better brand reputation. The transformation will be implemented in phases over a 24-month timeline. In 2018, The Home Depot faced a challenge to deliver customer experiences at a high