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A customer divided: The love/hate relationship with Walmart

By Retail Dive

The retail giant polarizes consumers in a way that Amazon doesn't, writes WD Partner's Lee PetersonRead full story

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  • Walmart committed so fully to being the "low-cost leader" they never noticed the world moved past "price" and on to "convenience" & "experience". They drove American jobs overseas to keep price down, they ran local retail out of business to keep price down, they deprioritized employees to keep price down, and in-turn they alienated today's savvy shopper.

    Today's savvy shopper is driven by convenience, value, supporting their community, and personalized experiences. The traditional Walmart model

    Walmart committed so fully to being the "low-cost leader" they never noticed the world moved past "price" and on to "convenience" & "experience". They drove American jobs overseas to keep price down, they ran local retail out of business to keep price down, they deprioritized employees to keep price down, and in-turn they alienated today's savvy shopper.

    Today's savvy shopper is driven by convenience, value, supporting their community, and personalized experiences. The traditional Walmart model ticks only ONE of these boxes.

    The good news is Walmart has finally awakened, refocused the mission, and seems to be righting the ship. I can vouch from personal experience. My wife and I vowed NEVER to step foot in a Walmart years ago after experience after experience of unknowledgeable, untrained, and apathetic employee interactions. Selection was ALWAYS there, but between terrible employees and serious lack of convenience we decided we'd rather spend a bit more elsewhere to avoid the Thunderdome that was Walmart. Recently, we gave Walmart another shot due to some location factors (again, convenience consumes today's customer) and were pleasantly surprised - the produce was AMAZING, the store was clean, employees were happy, lines were short, and our dollar went further.

    I've written before on how the Sam's Club Scan & Go App keeps me out of Costco and if Walmart keeps up their focus on customer experience over price and going toe-to-toe w/ Amazon it's highly likely they'll keep me out of other stores too.

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