When our group conducted initial observations, we observed two locations in the Ames area and one in Marshalltown. It is crucial for a store as large as Wal-Mart to have exemplary customer service in order to generate return customers. When first entering the store there are high expectations because of the greeter. They are a great way to begin creating a great customer experience, as it can make the customer feel welcome and appreciated. However, this initial greeting can often be the only form of interaction with an employee until checkout, and it may be a displeasing experience. Greeter enthusiasm and friendliness are a largely important for a customer’s first impression of service within the store.
Overall Experience
When going through
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Within the statement, it is clear they put emphasis on low prices of their product. There is no indication that Wal-Mart wishes to serve their customers in order to improve their lives, as well as no discussion of customer service. Looking at the mission statement for Target; known for higher quality customer service: “Our mission is to make Target your preferred shopping destination in all channels by delivering outstanding value, continuous innovation and exceptional guest experiences by consistently fulfilling our Expect More. Pay Less. brand promise”, there are huge …show more content…
Though this general accusation is made, some locations lack these properties more than others. There are locations that may exceed in their customer service as well. Using online reviews is a good way to discover the degree of satisfaction customers have felt within different Wal-Mart locations; as well as within the company as a whole. Though these reviews can be beneficial in finding a place to show, they may not always be reliable.
Reliability is important when it comes to research, and this is similarly the case for online reviews. It is known customers may post negative reviews to spite the company, with no true observation of issues. Many people in retail are also aware that workers are encouraged to post high-rated reviews in order to boost sales and peak customer interest. That being said, though online reviews can be a great source of advice, it is important to keep in mind that all reviews may not be truthful as they have increased in popularity as well as importance.
Management Strategies
A popular technique used to compare negatives and positives within a company is through SWOT analysis. Our group evaluated the strengths, weaknesses, opportunities, and threats within the company and narrowed it down to a short