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Wal-Mart Stores Inc. Winning Customers Over and Securing the Future.

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Presentation on theme: "Wal-Mart Stores Inc. Winning Customers Over and Securing the Future."— Presentation transcript:

1 Wal-Mart Stores Inc. Winning Customers Over and Securing the Future

2 Loyal Customer Consulting (LCC) Completed 2013 Report Customer service areas researched Ambience product knowledge product variety timeliness appearance

3 Loyal Customer Consulting (LCC) Affects of poor customer service –same store sales –new store sales –related sales –lost sales

4 Wal-Mart Our research has shown how quality customer service can improve Wal-Mart’s sales in a growing economy.

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6 Areas of Concern for Wal-Mart customer wait time Listening product knowledge helpfulness and eagerness to help

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13 Wal-Mart is not pleasing the customer Why should it matter? What has changed in today’s market that has caused Wal-Mart to falter?

14 Today’s Market Wal-Mart has seen a rise in competition from dollar Stores, Target and Amazon.

15 Today’s Market Wal-Mart’s competitors are targeting specific items and beating them

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17 The Customer Service Solution Wal-Mart’s Options –Stay on the current path –wage a more aggressive price war –Refocus its image and concentrate on service

18 Can customer service really help Wal-Mart’s revenue and customer retention?

19 Effectiveness of a Customer Service Focused Organization 81% of companies that deliver excellent customer service are outperforming their competitors

20 Currently

21 Our Recommendations Start a training program for employees on customer relations Educating employees on store products and services Continue to evaluate customer satisfaction through surveys Hire more employees to work the floor

22 References Barlow, J., & Stewart, P. (2004). Branded customer service: the new competitive edge. San Francisco, CA: Berrett-Koehler. Ciotti, G. (n.d.). 10 Studies That Reveal What Customers WANT You To Know About Them. Marketing Blog. Retrieved March 9, 2013, from Ciotti, G. (2013) Infographic: What is Bad Customer Service Costing Your Business? Help Scout Retrieved April 1, 2013 https://www.helpscout.net/blog/bad-customer-service/https://www.helpscout.net/blog/bad-customer-service/ Consumer Reports Survey: Two In Three Consumers Have Walked Out Of a Store Because Of Poor Customer Service : Consumer Reports (2011, June 7). Consumer Reports Press Room. Retrieved March 9, 2013, from have-walked-out-of-a-store-because-of-poor-customer-service.html have-walked-out-of-a-store-because-of-poor-customer-service.html Denning, S. (2012, March 7). Emulate Wal-Mart And Dare To Be Bad? - Forbes.Information for the World's Business Leaders - Forbes.com. Retrieved March 9, 2013, from Egan, M. (2013). Report: Wal-Mart February Sales a 'Total Disaster' Amid Tax Hike | Fox Business. Fox Business | Business News & Stock Quotes - Saving & Investing. Retrieved April 1, 2013, from "Facebook." Facebook. N.p.,( n.d.) Web. 9 Mar Hartung, A. (2012). Wal-Mart's Wrong-Headed Reorganization - Forbes.Information for the World's Business Leaders - Forbes.com. Retrieved April 1, 2013, from marts-wrong-headed-re-organization/http://www.forbes.com/sites/adamhartung/2012/01/30/wal- marts-wrong-headed-re-organization/ Locker, K. O., & Kienzler, D. S. (2013).Business and administrative communication (10th ed.). New York: McGraw-Hill/Irwin. Omar. (2012). 20 Important Customer Experience Statistics for 2012 | Fonolo.Call-Back Software for the Call Center. Retrieved April 1, 2013, from

23 References SurveyMonkey: Free online survey software & questionnaire tool. (n.d.).SurveyMonkey: Free online survey software & questionnaire tool. Retrieved March 9, 2013, from Thau, B. (2012). Lowest Prices? That's Amazon, Not Walmart, Say Value Shoppers - DailyFinance. DailyFinance - News and Advice for a Lifetime of Financial Decisions. Retrieved April 1, 2013, from walmart-say-value-shopper/http://www.dailyfinance.com/2012/04/06/always-low-prices-thats-amazon-not- walmart-say-value-shopper/ Ted, M. (2012). Amazon beats walmart on value for lower income shoppers. Retrieved from Townsend, M., & Welch, D. (2012). Target Cheaper Than Wal-Mart as Gap Widest in Two Years - Bloomberg. Bloomberg - Business, Financial & Economic News, Stock Quotes. Retrieved April 1, 2013, from widest-in-two-years.htmlhttp://www.bloomberg.com/news/ /target-cheaper-than-wal-mart-as-gap- widest-in-two-years.html Walmart Corporate - Heritage. (n.d.).Walmart Corporate - We save people money so they can live better.. Retrieved March 9, 2013, from Walmart Stores Reviews | Glassdoor. (n.d.). Glassdoor – an inside look at jobs & companies. Retrieved March 9, 2013, from E715.htmhttp://www.glassdoor.com/Reviews/Walmart-Stores-Reviews- E715.htm Wilson, C. (2011, June 13). Walmart (WMT) Customer Service Stinks, Says Consumer Reports | InvestorPlace. Best Stocks - Financial Articles - Stock Trading Tips | InvestorPlace. Retrieved March 9, 2013, from servic/http://investorplace.com/2011/06/walmart-nyse-wmt-sams-club-customer- servic/


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