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Chapter 10

 Topics under chapter 10

How Home Depot makes sure that their customers are satisfied

By Dean


In this chapter our class learned about what consumers feel and think after a purchase they’re either going to be satisfied or dissatisfied. It’s important for brands to perform and deliver at every step in the consumer’s journey because it costs more to acquire a new customer than to keep one, and one negative review trumps 12 positive reviews. That’s why Home Depot offers an exceptional return policy to keep its customers satisfied and a chance for them to make things right if something goes wrong. I remember buying a plant and after two months it died, I took the plant back and Home Depot refunded me with no questions. I was dissatisfied with my plant purchase and after returning it and getting a replacement It satisfied me as a consumer. 


Check it out here: https://www.homedepot.com/c/Return_Policy


Home Depot: Expectations and Performance by Marycruz 

Home Depot knows that it must live up to customer expectation by making sure they have all the materials and resources consumers need. This is why Home Depot has made checking out easier and faster for those who need to get going by implementing self-checkout zones and they always have a worker nearby to help in case in need of assistance. Costumers don’t have to go out of their way to find someone to help them when they are looking for something because there is someone at almost every aisle to help as well as someone who has some basic knowledge on that specific section. For example is you are looking to buy some paint, there will be someone there to help you decide which one fits best to your needs. 


Customer Retention Strategies

By: Niousha Khosrowyar


After sales service refers to all the things you do for the care and feeding of your valued customers after they buy your product. This type of customer aftercare is important for any business, but especially for small businesses where every client counts. Customer retention strategies include: Give great service, convenience, be quick to resolve issues, and reward loyalty through loyalty programs. Home Depot offers some of the best retail loyalty programs in the industry to keep their customers coming back for more. CEO Craig Menear recently said that the front door of Home Depot stores is no longer at their brick and mortar locations – it’s in the customer’s pocket. Clearly, he understands the value of retaining a broad customer base through multiple loyalty programs and discount offers sent directly to your phone, tablet or computer. Home Depot is elevating the experience of all shopping trajectories, allowing customers to choose freely and seamlessly. Home Depot customers can shop for over 300,000 products from the comfort and convenience of their homes to be picked up in-store immediately or shipped directly to them.

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