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Home Depot

As the world’s largest home improvement retailer, Home Depot covers all the customer experience bases with advanced personalization. That’s why the brand appears in the Index’s Top 10 year after year.


The Home Depot continues to make customers swoon, even with the wave of stay-at-home orders in 2020. As a leader in curbside pickup and buy online, pick up in-store experiences, the brand fulfilled all customer needs to build home offices and make those repairs that had been pushed off. In Q3 of 2020, the brand reported earnings more than 23% higher than the previous year’s—and shows no sign of stopping this growth anytime soon.

Today, The Home Depot focuses on customers no matter how or where they shop. And this digital experience investment is working. In its most recent findings, the organization supported 80% digital sales growth at the end of last year (with 60% of those orders fulfilled in-store). But this was far from a simple tactic or stroke of luck—it’s clear that The Home Depot has fostered a culture of innovation that encourages collaboration and personalization across every interaction.


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Home Depot

Why we love Home Depot

Online and in-store connection

Home Depot does an excellent job intertwining traditional, in-store user experience with its various digital platforms. A shopper’s local store is automatically set as the preference on this brand’s website, in the mobile app, and within email communications to make online ordering easy. Both online and in-app, users can see product availability at their local store, at other stores in their area, and even buy online before choosing whether to pick up the item in-store or have it shipped instead.

home depot ecommerce cx example

Consistency is key

Product recommendations and references to items recently browsed are consistent across every platform a Home Depot shopper engages with. Regardless of how long it’s been since someone last visited the site or app, their pages still feature their most recently viewed items with time and date stamps in case someone forgot to make a purchase.

homedepot omnichannel marketing example

Service offerings

In addition to the countless products offered by Home Depot, the brand also provides numerous services both in-store and online. On the Home Depot website, DIY enthusiasts can use an assortment of project calculators to understand exactly how much of a material they need for their project. Its Projects page also gives customers helpful hints and ideas to make their home improvement projects better.

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