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.

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

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

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

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23. References SurveyMonkey: Free online survey software & questionnaire tool. (n.d.).SurveyMonkey: Free online survey software & questionnaire tool. Retrieved March 9, 2013, from http://www.surveymonkey.com/mp/lp/createsurveys/ http://www.surveymonkey.com/mp/lp/createsurveys/ 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 http://www.dailyfinance.com/2012/04/06/always-low-prices-thats-amazon-not- 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 http://today.yougov.com/news/2012/04/04/amazon-beats-walmart-value-lower-income-shoppers/ http://today.yougov.com/news/2012/04/04/amazon-beats-walmart-value-lower-income-shoppers/ 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 http://www.bloomberg.com/news/2012-08-23/target-cheaper-than-wal-mart-as-gap- widest-in-two-years.htmlhttp://www.bloomberg.com/news/2012-08-23/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 http://corporate.walmart.com/our-story/heritagehttp://corporate.walmart.com/our-story/heritage Walmart Stores Reviews | Glassdoor. (n.d.). Glassdoor – an inside look at jobs & companies. Retrieved March 9, 2013, from http://www.glassdoor.com/Reviews/Walmart-Stores-Reviews- 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 http://investorplace.com/2011/06/walmart-nyse-wmt-sams-club-customer- servic/http://investorplace.com/2011/06/walmart-nyse-wmt-sams-club-customer- servic/