While the U.S. housing market remains in a slump, the Home Depot believes the worst is over, and says its earnings in the year ahead will be slightly better than previous forecasts. And in a presentation to investors, the Atlanta-based retailer offered a peek at sweeping changes intended to help the No. 1 home-improvement build market share in the coming months.
In a word, it says its new mantra is simplification, and that -- for a company that built its rep on making home-improvements easy -- it has been hampered by an overly complicated corporate structure.
Companywide, says Frank Blake, chairman and CEO, the Home Depot is looking to "take care of associates, put customers first and simplify the business." In fact, he says, the renewed focus on customer service "represents the first time in many years that we've set out a simple framework for customer satisfaction, and then trained all our associates."
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