The Home Depot: example of a leading retailer with an impressive digital transformation.
19-10-2022
Founded in 1978, The Home Depot is the world's largest home products retailer, with more than 2,200 stores in North America. The stores are huge, averaging 10,000 square feet, and are also seamlessly integrated with its e-commerce, which offers more than one million products.
The Home Depot believes that "the front door of our store is now in the customer's pocket." Offering consumers a frictionless omnichannel experience is one of the retailer's top priorities.
Among many other omnichannel projects, Home Depot has invested heavily in search functionality, category presentation, product content and improved delivery options to remove friction from the shopping experience.
Consumers visiting Home Depot online can see the amount of stock of a given SKU in a particular store, as well as the item's location by aisle and shelf. This granular level of in-stock visibility proved essential to the business during the pandemic, when the company experienced a surge in online sales.
Why do we highlight The Home Depot?
Because it exemplifies an impressive digital transformation: a clear strategy, investments to match its ambitions, a gradual approach with a clear long-term vision, an omni-channel oriented organization and competencies.
The company has focused on what really matters (easily finding the product that will solve my problem as a customer), while many retailers use digital channels to take care of the icing and not the cake.
We analyzed Nespresso's channel strategy in the Estrategias Canales Distribución para Marcas y Retailers report, prepared by Ebeltoft Group and Kiss Retial; you can download it here:
The Home Depot believes that "the front door of our store is now in the customer's pocket." Offering consumers a frictionless omnichannel experience is one of the retailer's top priorities.
Among many other omnichannel projects, Home Depot has invested heavily in search functionality, category presentation, product content and improved delivery options to remove friction from the shopping experience.
Consumers visiting Home Depot online can see the amount of stock of a given SKU in a particular store, as well as the item's location by aisle and shelf. This granular level of in-stock visibility proved essential to the business during the pandemic, when the company experienced a surge in online sales.
Why do we highlight The Home Depot?
Because it exemplifies an impressive digital transformation: a clear strategy, investments to match its ambitions, a gradual approach with a clear long-term vision, an omni-channel oriented organization and competencies.
The company has focused on what really matters (easily finding the product that will solve my problem as a customer), while many retailers use digital channels to take care of the icing and not the cake.
We analyzed Nespresso's channel strategy in the Estrategias Canales Distribución para Marcas y Retailers report, prepared by Ebeltoft Group and Kiss Retial; you can download it here: