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Customer service at Wal-Mart

Services Marketing

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Customer service at Wal-Mart

  1. 1. Customer Service In Wal-Mart
  2. 2. Today’s Presentation Consists of Introduction Walton’s Edge – On Consumer Service Policies Followed By Walmart IT for Customer Delight Recent Trendz Learning Conclusion
  3. 3. About the Company • World’s largest and America’s most admired company • Founded by Sam Walton and still running successfully with his principles • Customer focused culture in the organization • First company to add services to consumers “ Exceed customer expectations and they will come back” “Give them what they want and a little more and let them appreciate it”
  4. 4. Walton’s Edge • Walton’s principles & company’s culture – Respect for individual – Striving for excellence – Service to customer • Employees (Associates) are treated well who turns well in to the customers • Bottom up method of feedback (Grassroots) • 2 rules for employees – Rule 1 : Customer is always right – Rule 2 : If something is wrong, refer to Rule 1 • Aggressive hospitality • Their Specialty – Greeters – Sundown Rule – 10 Foot Attitude rule
  5. 5. Policies • Pricing policies – Best bargain and never compromise for quality – “We sell for les” & “Customer Satisfaction guaranteed” – Every day low price guaranteed & value for customers money – Invested in technology t improve distribution – Rollback & Special Buy – Eliminating middle men to cut costs • Customer Service Policies – Updating employees on products – Large associate base to serve each customer
  6. 6. IT for Customer Delight • Using Electronic Data Interchange systems – Real time tracking & Replenishing – Better Inventory Management • Satellite communication system worth $700mn – Between stores, distribution centers &suppliers – 2 way voice, data and 1 way video communication • Data warehousing • Customer information kiosks • Product locating device
  7. 7. Recent Trendz • Store of the community (Merchandize mix) “ Sell what the customer wants to buy but NOT what we want to sell” • Online retail • Value of the day • B2B e-commerce platforms implemented in India • Think local and act global
  8. 8. Learning • Understanding customer requirement & delivering more than it • Better service blueprinting & design • Delivering and performing service • Designing the service standards w.r.t customer • Implementing hard & soft standards successfully • Listening to the associates feedback • Managing demand & expectations timely • Better customer relationship
  9. 9. Thank You

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