Customer loyalty in home depot By Brian Gutierrez
True friends – high margin, high frequency • Handy men, (do it yourself) • construction related workers • Landscaping companies
Butterflies-high margin, low frequency • Men and women who love gardening ( only come in the spring)
Barnacles– low margin, high frequency • Experienced customers like construction workers who have years and years of going to home depot and finding exactly what they need and nothing else. • Inexperienced customers who do not know much about home depot and ask he employees many question and end up leaving without buying anything.
Strangers- low margin, low frequency • Kids who are not interested in anything from home depot. • Teens who are not engaged in anything from home depot • People who are not “handy” and have an occupation that does not involve construction related things.