Home Depot to focus on combining technology, in-store experiences to create emotional connection with customers, combat showrooming, company executive says

Cindy Allen

LOS ANGELES , June 25, 2012 (Industry Intelligence) – Home Depot Inc. is planning to focus on combining technology and in-store experiences in an effort to build a connection with its customers and combat showrooming, said Home Depot Senior Director of Store Operations Jennifer Smith at the 2012 Motorola Solutions Media Day, Mobile Commerce Daily reported June 21.

After two years of testing, Home Depot has begun using Motorola Solutions’ MC75 devices in its brick-and-mortar stores. Associates can use these devices to communicate with one another, and to search through the store’s inventory in order to assist customers.

Smith classed the store’s associates as its “best tool,” and said that they could create an emotional connection with customers that online retailers such as Amazon Inc. could not, Mobile Commerce Daily noted.

Smith was speaking at a session about how retailers are embracing technology along with executives from Deloitte Touche Tohmatsu Limited, Home Depot and Motorola Solutions that was moderated by Motorola Solutions Corporate Vice President Girish Rishi.

The primary source of this article is Mobile Commerce Daily, New York, New York, on June 21, 2012.

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