Now, in the retail industry, shopping with the click of a button on a laptop, tablet, or smartphone has lost attractiveness. Now, the retail industry is on the tip of going for innovations. The innovations are also related to the way customers go into markets. If a customer has a good experience, he will surely become loyal.
He will also let this know to other potential customers. This is the best approach to lowering overall marketing acquisition costs for any company. Meeting customers’ needs has become more critical as people have more digitally-driven lifestyles. This paper will share Wal-Mart’s new strategy as a retailer in the context of its effort to satisfy customers beyond their expectations.
I recently had an experience with Wal-Mart that exceeded my expectations as a retailer in the industry. I went to one of its newly opened stores in Florida, where Wal-Mart’s new strategies greatly fascinated me. There was a new layout of the building, and the environment was also improved with the addition of technology to improve the customers’ shopping experience. The company has now, in its new stores, introduced the new concept of using the Wal-Mart app. Customers install this Wal-Mart app on their smartphones, which assists with shopping and changes in store assistance when customers enter the store(Kang, Mun, & Johnson, 2015). Using the app, I accessed the store map that allowed me to have easy shopping with the availability of Walmart Pay. This also assisted me in finding products easily with the option of having search bars as well as scanners. There was an option of reading the reviews easily and quickly and finding the products within stores, in addition to double-checking prices. This recent customer service exceeded my expectations, and Wal-Mart, as a retailer, served me best.
References
Kang, J. Y. M., Mun, J. M., & Johnson, K. K. (2015). In-store mobile usage: Downloading and usage intention toward mobile location-based retail apps. Computers in Human Behavior, 46, 210-217.
