Home Depot will provide in-store access to its Web site, allowing customers to get information about products and projects. It will also let online customers check local stores' inventories and place orders.
"Our customers have told us that an integrated capability is the one that would deliver the most value to them," said Jeff Cohen, group president of direct marketing businesses. "They want to be able to shop the way that's most convenient to them, including using the Internet and the stores in combination."
The company launched a limited Web site in June and said the response has been sufficiently positive that it is moving ahead with the much more ambitious program to fully integrate its bricks-and-mortar and online operations.
Many large retailers have kept their physical and online operations separate, in the process often frustrating customers who would like to check inventory, learn more about specific products and get how-to information.
"We're going to bypass the limited
product-offering phase and devote all of our resources to a
multi-channel roll-out featuring the same product selection online
that customers find in our stores," Cohen explained.
Presumably, this would mean a homeowner could check his nearest Home Depot, order needed supplies and have them delivered. Likewise, a shopper in a local store could get information on products not stocked in that store and get online assistance in planning home improvement projects.
