1. Improving Wal-Mart Customer
Service
Jeffrey Bonanno
Business Project Outline
GEB3213

2. Overview
Improvement Ideas
Technology Improvement
Opportunities
Audience Analysis
Stakeholders
References

3. Improvement Ideas
More Associates
Add Registers
More Hours and Pay – Incentive
Stocked Shelves
Improved price matching
More products made in USA
Always clean
Pay attention to customer complaints
Feedback

4. Technology
Self service registers
Improved S.M.A.R.T system – Store Inventory
Special phone app – Scan items to put into a
virtual cart. Check out at a special register that
reads your phone. No line waiting required

5. The Opportunity
Continuous growth
Better shopping environment
Happier customers
Friendly Associates
More sales

6. Audience Analysis
Demographic
Disposition
Knowledge

7. Possible Key Stakeholders
Customers
Associates
Suppliers
Shareholders
Competitors - External

8. References
Howard, C. (2013, April 12). Walmart aims to improve customer experience. Retrieved from
http://www.clarkhoward.com/news/clark-howard/shopping-retail/walmart-aims-improve-customerexperience-stores/nXJ6p/
Susan, B. (2013, January 15). Wal-mart tries to improve its battered image. Retrieved from
http://www.businessweek.com/articles/2013-01-15/wal-mart-tries-to-improve-its-battered-image
Customer service flub hurts wal-mart. (January, 2013 28). Retrieved from
http://smallbiztrends.com/2013/01/customer-service-flub-hurts-wal-mart.html
Walmart’s dismal customer service scores drive customers away. (2013, March 19). Retrieved from
http://www.serviceuntitled.com/walmarts-dismal-customer-service-scores-drive-customersaway/2013/03/19/