Managing My Home Stuff: New Program from Lowes


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Last week, after a long day of research and writing my customer experience audit on, an independent site for managing all your personal financial “stuff,” I sat back to enjoy a bit of television. A commercial for Lowes was on, and it was talking about the new MyLowes program being offered by the Home Improvement superstore chain. Although pretty tuckered out, I guess I’ve become addicted to researching sites that claim to “manage my stuff,” so it was back to the computer to check it out. According to

MyLowes“MyLowe’s is a collection of tools designed to revolutionize, customize and simplify home improvement.

  • Track purchase history with a MyLowe’s card.
  • Get organized with Folders & Lists.
  • Stay on top of seasonal needs with Reminders.
  • Make managing your home easier with Home Profile”
Some of the features touted include the ability to maintain, for example, exactly what color paint you used so that, years from now, when you need to touch up a wall, you can be sure to get exactly the right color. What a great idea! Recently, I’ve been doing some home improvements, and I had the hardest time matching exactly the “white” of the walls. Other features include maintaining all of your warranties and rebate offers, or reminding you that it is the optimal week to seed your lawn in the spring, or automatically ship you a furnace filter every 60 days, or helping you do some project planning by providing tools to measure and model the rooms in your home.

All of this is terrific, with one caveat. It only works for things that you buy at Lowes and tag with your MyLowes card! I know that what the company wants is to encourage loyalty to its brand, but the way to really do that well is to allow the customer to register any purchases from any source (even archrival Home Depot), so that when it comes time to repurchase or to make complementary purchases, Lowes is your go-to source—and MyLowes makes it the path of least resistance.

My hope is that MyLowes expands to manage and maintain all of a customer’s home-related products and services. Home Depot doesn’t currently offer anything in this area. If Lowes can open its arms to all that customers want, it will do a preemptive strike that its competition will find hard to match.

All of our work with customers back this up. Customers want to be able to pick and choose providers based on their needs, but they want the providers to (at least appear to) work together to provide complete solutions and a seamless experience. This means that, even though I buy “stuff” from many different companies, I want a single place to manage that stuff. And I really value any addition insight and recommendations I can get from the provider who, by seeing the complete picture of my needs as a customer, can recognize patterns and lead me to greater success, be it touching up fading walls or combining financial assets to gain better returns.

Mintcom-homepageMy article on highlights the advantages of managing everything financial in one place—but also points out that just connecting everything on one site isn’t enough. It also needs to be easy to navigate, sufficiently granular to adapt to any individual customer’s needs, and offer advice on what to do next.

How Well Does Help Me Keep Track of My Finances?
Customer Experience Audit of’s Free Online Application that Helps Customers Analyze and Manage Their Personal Finances
By Ronni T. Marshak, Executive VP and Senior Consultant, November 17, 2011

Republished with author's permission from original post.

Ronni Marshak
Patricia Seybold Group
Ronni Marshak co-developed Patricia Seybold Group's Customer Scenario® Mapping (CSM) methodology with Patricia Seybold and PSGroup's customers. She runs the CSM methodology practice, including training, certification, and licensing. She identifies, codifies, and updates the recurring patterns in customers' ideal scenarios, customers' moments of truth, and customer metrics that she discovers across hundreds of customer co-design sessions.


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