Walmart: The Customer Service Perspective

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WalMart: The Customer Service Perspective Introduction WalMart's (NYSE:WMT) expertise in discount retailing is globally recognized, as is their supply chain and extensive logistics capabilities. What differentiates WalMart from the many other discount retailers is their extensive reliance on buyer personas or representations of their customers. All aspects of the WalMart value chain are predicated on serving their customers as cost-effectively and efficiently as possible. WalMart has also created an extensive information systems network that includes satellite uploads of data on a daily basis from their thousands of retail locations to their Bentonville, Arkansas headquarters (WalMart Investor Relations, 2013). The intent of this analysis is to evaluate the mission, vision and strategy of WalMart from the perspective of improving its customer service while also taking into account its financial position. To accomplish this, objectives are provided, combined with performance measures and expected levels of performance as well. All of these factors taken together provide senior management at WalMart with insights into how they can profitably improve customer service. Analysis of the Mission, Vision and Strategy of WalMart WalMart continues to have one of the most customer-centric mission statements of all discount retailers globally. Their mission statement is as follows "we save people money so they can live better" (Wal-Mart Investor Relations, 2013). From the first

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