If the only tool a DIY retailer has is data, then could it not approach every challenge as if it were a customer engagement exercise, and nail it?
This is a question raised by the finalization of Lowe’s $2.4 billion acquisition of Rona, creating one of Canada’s largest home-improvement chains. Lowe’s describes the purchase as a key step in accelerating its growth strategy, which in Canada is an understatement: Rona brings 496 locations to Lowe’s 43. Perhaps more important than locations, however, is what Rona knows about its valued shoppers, and how it has used this knowledge to retain shoppers in the past.
