V.A.L.U.E. Facts

A Retailer of Choice

As a Retailer of Choice, we believe that our broad customer demographic reach and age appeal is wider than just about any other apparel or home fashions retailer and our vendor universe is also extremely diverse. Through our various businesses and international scope, we attract customers in the moderate, middle and high income brackets. Internationally, our customer demographic reach is even greater than in the U.S. as we are the only major off-price retailer operating on an international platform.

Experience the Difference
At TJX, we are continuously looking for ways to make the shopping experience for our entire customer base positive and pleasant so that they will return to shop us again and again. As a Retailer of Choice, we have implemented a number of initiatives in the U.S. in this regard:

• Improved Signage: We improved signage in a number of stores, including the addition of bilingual Spanish-English signs.

• Marketing: In certain regions of the U.S., including Puerto Rico, we have marketing and advertising programs targeted to our Spanish-speaking customers.

• Larger, Family-Friendly Dressing Rooms: At many of our stores, we now offer more room for busy moms and families to conveniently shop together.

• Better Merchandise Mix: At T.J. Maxx and Marshalls, we have a dedicated Store Planning group that supports leveraging differences among our customers. As a result of this group’s work and greater understanding of our customer base, many of our stores now have improved merchandising offerings that better meet the diverse tastes of our customers.

• Informing Associates:  All North American divisions post materials about diversity and our Company of Choice initiatives in each store and distribution center.

 

Engaging Our Customers
As a Retailer of Choice, we believe it is important to engage our customers so that we can address their changing preferences and tastes and any concerns they may have. From marketing focus groups and websites, to Customer Service groups and social media, we strive to develop easy, convenient and fun ways for our divisions and customers to engage with each other.

At TJX, we are constantly searching for effective ways to communicate our value proposition to our customers. In 2011, our marketing campaigns continue to educate consumers about off-price values. We want our customers to understand that we offer current fashion and great brands.

All of our divisions have marketing websites which inform customers of our stores' seasonal offerings and other important information. Our websites have both an email address and toll-free telephone number for customers to direct feedback, suggestions or concerns directly to our Customer Service groups. On occasion, our marketing websites also offer customers the option to complete brief, online customer satisfaction surveys, which give our stores direct feedback on their experience, the merchandise mix or the service they’ve received in our store.

Our Customer Service groups in the U.S., Canada and Europe are in-house service groups dedicated to answering and facilitating customer inquiries. From time to time, our Customer Service groups also conduct customer satisfaction surveys to proactively engage customers and learn how our stores can be even better.

Additionally, we have a number of in-store customer service programs to motivate and reward individual Associates, stores and store districts. The goal of these programs is to teach, model and motivate excellence in customer service so that our customers have a wonderful shopping experience, whichever TJX store they shop.