Aubrey Horowitz, Home Depot · Future Commerce · Aubrey Horowitz of Home Depot: "We Plan Halloween 3 Years in Advance"
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actively solicit and act on vocal customer feedback about product likes and dislikes throughout the day
“We try to give like feedback throughout the interview… push a little bit there, like, I didn’t quite follow that answer. Can you help me understand?”
“We analyzed all of the data of the previous, of the last 365 days, and discounted all of the products and got rid of those, which have generally had no power, so basically just been unprofitable throughout the entire year”
“I can send the product to one place. That one place will distribute all the product throughout the locations... 70 stores”
“We keep our customer care management in-house... I really like to just stay clued in to what that feedback is... it starts with making sure the leadership team is invested in reviewing that feedback.”
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