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

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

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

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

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

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?

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

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

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

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

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

Currently

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

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