Home improvement shopping has evolved beyond simply picking up paint, lumber, or tools. Today’s customers expect a personalized shopping experience, whether they are DIYers, professional contractors, or first-time homeowners. Customers embarking on renovation, DIY, or remodeling projects seek guidance, inspiration, and convenience.
Home improvement retailers are embracing different tools and strategies to meet the unique needs of every shopper. By leveraging personalization, retailers can enhance the shopping experience, drive customer loyalty, and boost sales.
Here’s how home improvement retailers can embrace personalization and create meaningful, tailored experiences that help them build stronger customer relationships.
Augmented Reality and Virtual Reality Design Tools
Customers often struggle to visualize how a paint color, tile pattern, or piece of furniture will look in their home before making a purchase. This uncertainty can lead to indecision and delays in purchasing. AR and VR technologies provide a level of customization that enhances the user experience and allows customers to experiment and visualize different styles, materials, and layouts in their actual space before making a purchase, enabling customers to make more informed decisions. This level of personalization can give customers confidence in their choices and help them feel more connected to their home improvement projects.
Lowe’s is refining and testing its immersive virtual design app called Lowe’s Style Studio. Designed exclusively for Apple Vision Pro, Lowe’s Style Studio allows customers to enter an immersive 3D kitchen scene, explore preset styles curated by Lowe’s professional designers, and customize hundreds of real-world materials, fixtures, and appliances to fit their personal taste. Following an initial June 2024 pilot at select stores, the retailer is now piloting a revamped version of the tool at five stores in the Austin, Texas market. Lowe’s plans to roll out Lowe’s Style Studio in additional stores during 2025.
Subscription and Membership Models
Loyalty programs and subscription-based services are gaining popularity in home improvement retail, providing customers with exclusive perks and savings. Retailers are offering premium loyalty programs with customized discounts, free delivery, and early access to sales. Dedicated support, business tools, and rewards programs can also incentivize loyalty and boost customer engagement.
Ace Hardware is offering yard care solutions on a subscription basis to members of its rewards program. The retailer has launched Ace YardRx, a subscription service for yard care that provides a tailored plan based on a customer’s regional location, grass type, yard size and brand or application preferences. Customers can log into their Ace Rewards account, enter their address at Ace YardRx and receive a personalized package based on their location, yard size and grass type.
Delivery and Fulfillment Options
Customers expect flexibility when it comes to delivery, especially for bulky home improvement purchases. By offering multiple fulfillment options, retailers can enhance convenience and minimize missed deliveries. Retailers can enhance personalization and boost customer satisfaction by offering customizable delivery schedules based on customer availability.
Same-day or scheduled delivery can help customers meet deadlines for urgent projects. White-glove delivery and installation or assembly services can simplify and streamline the delivery process, allowing customers to avoid complex and physically-demanding tasks. Some customers prefer fast curbside pickup for quick shopping trips. Pickup lockers can provide greater control and flexibility by enabling customers to pick up their online orders at a time that is most convenient for them.
As homeowners seek customized solutions for their living spaces, retailers have a unique opportunity to enhance customer satisfaction by personalizing the shopping experience. With the right strategies, retailers can create tailored experiences that meet the diverse needs of every customer.
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