Walmart: The Customer Service Perspective

As the leading discount retailer in the United States, WalMart (NYSE:WMT) has consistently shown an exceptional ability to master the complexities of logistics, supply chain management, retailing and pricing management. The WalMart supply chain is among the most advanced and sophisticated in its use of analytics and information systems globally, often computing pricing variation and analysis literally overnight based on satellite uploads of information (WalMart Investor Relations, 2013). WalMart has also successfully taken a capital-intensive business model and transformed it into a retailing business capable of generating high profitability from low margin products based one efficiency alone (Zhu, Singh, Manuszak, 2009). WalMart is also one of the most-researched companies in the world, and continues to provide in-depth financial data on their Investor Relations site (WalMart Investor Relations, 2013). The purpose of this analysis is to evaluate the mission, vision, and overall strategy of WalMart and also define three objectives for improving the organization's financial position, showing how the objectives defined relate to the mission, vision and strategy of the company. In addition for each objective, meaningful performance measures are provided in addition to defined expected level of performance as well. For each of the objectives chosen at least one new

Wal-Mart has three basic beliefs that are an integral part of their teamwork. The first is respect for the

The things a person could see if they simply watched Walmart’s customers for even a short amount of time are mind boggling. During a typical, mundane Monday afternoon, I browsed through Walmart 's many aisles not in search of a particular product, but simply observing and studying different aspects of the supermarket. The customer’s behavior, product placement, and employee interactions all stood out to me as interesting. I also took notice of how different consumers interacted with different staff members and vice-versa. As I observed the customers, teachings from my Sociology class immediately started taking form in the real world. While analyzing the different social interactions the people of Walmart were having, I begin to apply different theories, such as the functionalist theory, why these things must happen, the conflict theory, why they are unequal, and symbolic interaction, how they happen. Surprisingly, while watching the average day in Walmart, I found it was hard to ignore my ethnocentric viewpoint, thinking your culture is better than another, to cloud my perspective of why certain interactions were occurring.

Wal-Mart and Target both have a vision. The vision of both companies appear to be imbedded within the mission statements, there is no separation. Both companies are striving to save money for the customer. Target however has a more detailed approach as how they plan to do this and it is stated within the mission statement, which is,” to continue to provide an ongoing exceptional shopping experience by bringing more innovation to the store in the future”. Wal-Mart does not state what they are doing in an effort to save the consumer money just simply states that is what the mission is and not plans on how its done.

The mission statement explains why a company is in business and what their intentions are for their customers. The mission statement for Wal-Mart states “We save people money so they can live better.” “If we work together, we’ll lower the cost of living for everyone…we’ll give the world an opportunity to see what it’s like to save and have a better life” (Wal-Mart Corporate, n.d.). In my opinion the sole purpose of the existence of Wal-Mart is to produce a two-fold satisfaction for both customer and store. It equally accommodates both parties on a supply and demand curve. Wal-Mart understands the need for people to save money and have the flexibility to enjoy other things in life money can buy. Also, they understand their own need as a business to continue making profits. Reviewing the current stats of Wal-Mart (CNN Money), it is evident that they are meeting objectives of the people and the store. If Wal-Mart introduced brand name items, they would not be able to lower the cost for everyone which goes against what they stand for in accordance with their mission statement. Wal-Mart already has an established image, meaning that they have an image that captures the basic everyday needs. They are more focused on stretching the value of a dollar. The mission statement

Consumers are always satisfied with good customer service. When it comes to retail store customer service and satisfaction it is important because department stores are large in size and finding help can be difficult. Colloquy, a company concerned with building customer value, released a survey and asked 3,000 consumers across five geographical areas to rate their personal experiences with retailers. Macy’s was ranked number one in the department store category, with the most loyal customers. To keep up with technology advances Macy’s has invested time and money into developing a more efficient online shopping site, Macys.com and Macysweddingchannel. This investment cost nearly $300 million in 2006-2008 is being used to scale-up these fast-growing businesses through improvements in delivery efficiency, online site functionality and customer service. To enhance the shopping experience at Macy’s 100 stores in 2007 experienced remodeling and began introducing the most advanced POS registers and systems to the sales floors nationwide. Macy’s passion is product and people. There continuing pursuit is to have unique fashionable merchandise ready for customer satisfaction. Macy’s promise is to always carry the best brands and the most-wanted items. They also believe in hiring the right employees. With the right employees, there will be a sense of motivation and helpfulness. The American Customer Satisfaction Index covers 200 companies’ products and

Walmart was founded on the belief stated above by its founder Sam Walton in 1962. “Saving people money, so they can live better,” was the main objective when Sam Walton opened the doors to the first Walmart (“History”). Today, Walmart is the world’s largest retailer and corporation in the United States and have been awarded and recognized by various organizations for being the best employer throughout United States and other countries. By the Fortune magazine, it is listed as one of the most admired

The company’s name is Walmart and their mission statement of the company is ( “ We save people money so they can live better”)

Best Buy, a familiar retailer in the technology world, is struggling to stay on top. Online and mass stores have cornered the market in terms of convenience, customer service and price matching. The recent closing of over two hundred stores alongside falling sales has experts predicting that the giant won’t be in business long. Using a results-only work environment (ROWE), Best Buy has removed the customer from the equation and forced many employees out. A marketing disaster, Best Buy must change its marketing strategy from sales-based to a customer-based to stay afloat.

Wal-Mart is the world's largest retail and departmental store chain. Having business operations in 27 countries with 69 different brand names, Wal-Mart is able to serve a huge number of customers per day. Wal-Mart is the fastest growing and the most successful retail brand in the world. The factors which make it the strongest brand in its industry include large customer base, sound financial strength, strong brand image, and huge supply chain network. Wal-Mart has certain weaknesses in its operations and business setup like low acceptability of certain products, high employee turnover, and less recognition of newly introduced brands. These weaknesses can be overcome by availing attractive opportunities from the market and investing more in the most profitable areas. Wal-Mart faces the biggest threat from its competitors and ever-changing customer preferences.

Walmart serves nearly 260 million customers weekly across 27 different countries, both in stores and through its websites (“Fortune”, 2015). Walmart relies heavily on its proper and effective marketing strategies; Walmart would not be able to achieve the level of success without these strategies. Low prices, easy access for its customers, and social media campaigns are a few of the vital tactics Walmart has used in its marketing plan. “Save Money. Live Better” is Walmart’s mission in delivering customers products at the lowest prices. This low price strategy plays a marketing role that caters to customers who seek the lowest prices and with grocery stores that provide great deals (Brown, 2017). Walmart’s low cost business model is protected by its powerful supply and distribution chains throughout the world. Customers can expect the same cost efficient style in every Walmart store worldwide.

Applying our knowledge about Economics of Strategy, we know that there are different ways to create additional value:

Wal-Mart is slowly gaining sustainable competitive advantage over its competitors using these techniques. Wal-Mart’s advertising slogan “Save Money, Live Better” truly reflects the company’s strategy of providing products to a target market at lower prices.

“Always low prices”, is the first thing you think of when you think about one of the most successful companies around the world, Wal-Mart. For years they stand as a well know company due to their everyday low prices and variety of products. Their mission statement is “Saving people money so that they can live better”. They have chosen their mission statement wisely yet there is a lot of controversy when it comes to this International Company.

Organizations like Amazon store realized that attaining long-term customer value through delivery of quality services is the key to their existence. Also, be alert to the customer’s needs and wants, because having a loyal base of satisfied customer brings relevant performance indicators. For example, increase in sales improved profits, and possible higher market share (Shamma & Hassan, 2013).