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Posts Tagged ‘Lowe’s’

Retailers’ Mobile Products Get Smarter

Lowe's Iris System Final“Smart is becoming the synonym for connected, and data is the new currency. There’s a shift towards digital data and having products doing things on our behalf. We’re moving towards a post smartphone era of having 50 billion connected devices, where siloed data streams will be combined for a seamless customer experience”, said Shawn DuBravac, chief economist and senior director of research for the CEA, Consumer Electronics Association, and author of the book Digital Destiny.

DuBravac was speaking at ANA/Association of National AdvertisersMobile First, Mobile Everywhere Conference recently in New York. “Approximately 65% of mobile use now is non-communication, such as shopping”, he added. Presenters from retail giants Walmart and Lowe’s discussed how their brands are keeping up with homeowners’ and shoppers’ growing mobile demands.

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Lowe’s Takes Customer Service in a Digital Direction With Robot Associate

Lowe’s will be testing out robot associates during the holiday season at two of its San Jose, CA stores called Orchard Supply Hardware. So if a big metal object rolls up next to you and starts talking, it’s just OSHbot, ready and willing to serve.

As cool as this might seem on its face there’s ultimately the question of how this will impact the quality of customer service. One could argue that machines with their fancy programming and ability to work and work without the need for breaks or daydreams or 10-minute dance parties are superior to plain old humans. But with so much digitization happening, there’s also something to be said for the human touch.

This issue of the inherent quality of flesh-and-blood customer service is where robot substitutes could falter.

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Kayak Should Find a New CMO

Joining Lowe’s in a decision to end its advertising during the TLC program All-American Muslim is Kayak, the online travel site. However, Kayak’s CMO wants to correct you if you think it pulled its advertising because of anything bigoted. Instead, the CMO has posted a nonsensical apology (another one!) on the company’s website that eloquently sums up why the company made this business decision.

“Mostly, I just thought the show sucked,” writes Robert Birge. He also vaguely refers to some dark, hidden secrets that TLC kept from the company when they purchased the advertising, alludes to some angry employee emails that he’s received and wishes he could share, and says something about not being listed on the Florida Family Association website (the group that started this mess) that makes no sense.

Oh, and also he says, “We get what America is about.” Obviously!

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Brands Taking Ad Slots Vacated by Lowe’s on ‘All-American Muslim’

Lowe’s has pushed a few (hundred) buttons with its decision to pull advertising from the TLC program All-American Muslim after a conservative group, The Florida Family Association, called the show “propaganda” that poses a threat to the U.S. We’ve never seen the show, but we included this clip above. We would characterize it as “really sweet” and “touching” rather than “threatening.”

California Sen. Ted Lieu urged the home retailer to apologize or face his calls for a boycott. Lowe’s issued a statement on its Facebook page apologizing for making “some people very unhappy” and reaffirming its commitment to diversity.

Once this Florida group made its position known, Lowe’s had to come to grips with the fact that someone was going to be unhappy with their decision to run or not run its advertising on this program.

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