MODULE 2

Module 2 - SLP: The Customer Perspective of Wal-Mart Stores, Inc.

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Module 2 - SLP: The Customer Perspective of Wal-Mart Stores, Inc.

Introduction

Wal-Mart is among the well-known retail stores of the world and sustained its top position among world's brand for many years. Wal-Mart was formed in 1962 by Sam Walton, and in 2008 branded as Wal-Mart. Everyone knows that Wal-Mart offers best items on best prices. Nevertheless, due to the expectations of stakeholders in the stock market and the nominal growth they have witnesses in the past year, Wal-Mart has taken a decision to emphasize on a new Market segment. They have strategized how to gain the interest of the upscale customers, maintaining their lower prices, and keeping our world clean.

Discussion

The mission of Wal-Mart is to become the best retail store by charging low prices to make people life better. The customer service perspective of Wal-Mart refers to the interaction with clients of the company. Eventually, Wal-Mart enters into business to make money; growth and profitability cannot be attained without customers. Representatives of customer service offer much of this direct communication, even though anyone, from any position in a company, can be asked to serve customer service. In the broad sense, customer service involves answering questions of customer and makes the process delivery of service and products convenient. However, customer service is frequently connected with commercial businesses; several different kinds of organizations offer customer service (Pradhan, 2006).

Customer service perspective in the balance score card, Walt-Mart selects segments of consumer and market, in which it will compete. Without any doubt, the goals remain the similar - financial objectives implementation. In a similar way, this refers to profit maximization. The perspective of financial recognizes measures of key customer such as retention, loyalty, profitability and acquisition. These measures are paralleled to customer groups and target markets.

Operational Excellence - Wal-Mart striving for operational excellence by focuses on convenience and low price. Wal-Mart, a leader in retail organization, represents an operational excellent firm. Across the world, go into any retail store, customers expect a similar experience as they have in Wal-Mart, customer punctuated by consistent menu low price, offerings and swift service.

Product Leadership - Leaders of product drive the company's products and services envelope. Persistently innovating, the company strives to provide the best quality product. Customer remembers his/ her first experience when they entered into Wal-Mart retail store, customer ...