Financial Times FT.com

Investment in customer experience key to survival

By Jonathan Birchall in New York

Published: March 17 2009 02:00 | Last updated: March 17 2009 02:00

Home Depot has been at the front line of a deteriorating US economy for more than two years now, with store sales and traffic falling as Americans cut back on home renovation projects.

But while its customers are spending less, Home Depot has been spending more on serving them.

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