Putting the Customer FIRST at Home Depot

When Marvin Ellison was promoted to executive vice-president for U.S. stores at Home Depot in late 2008, the do-it-yourself retailer was suffering from poor customer service, which likely played a part in slumping sales. From 2005 to the first two quarters of 2010, the company had not had positive year-to-year comparables. Under Ellison's leadership, the chain's internal customer-satisfaction scores have risen some 30 percent.

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