Walmart Cace
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As we all know Wal-Mart is known to provide their customers with low prices on merchandise. Wal-Mart has opened their doors to a large customer base even allowing the low income household the shop. Like everything nothing is perfect, with employees not being compensated this caused Wal-Mart to drop to a 72 in the “American Customer Satisfaction Index” in 2008. Wal-Marts customer service is getting to be known as infamously awful: low wages, high turnovers, understaffing is causing employees to become unhappy and unlikely to perform well. The base of exceptional customer service lies in the hands of the employees and if they are not satisfied the likelihood of customer satisfaction is slim as well. Until Wal-Mart does not being to improve and reward their employees they will continue face issues with customer service. They need to compensate their employees in order to motivate them to see a light in the end of the tunnel.
As the quality of merchandise and clothing is declining and prices remain the same customers are not finding a reason to continue shopping at Wal-Mart. If they are not receiving good customer service, quality or bargains then why shop at Wal-Mart. On a weekly basis about 100 million customers shop at Wal-Mart because of their “low prices” nothing else but if they do not have low prices, now what? Even if prices are low and the quality as well business will fail. As a result of their low customer service reviews in the early 2000s in 2006 Wal-Mart changed their slogans twice to be able to open their doors to demographic groups expand their customer diversity. They continue to target different issues but it seems and if they are missing the big picture, customer satisfaction.
Customers have several core expectations and needs that a business must meet for them. If the customer sees that the business can only meet one of their expectations they will goes elsewhere. Wal-Mart has driven their customers to focus on what appears to be the best “low prices” therefore; they are using marketing tactics to draw customers to them when in the end it is all the same. As customers continue to shop at Wal-Mart they are coming to the conclusion that its not what it seems, they are not getting the most out of their money and they prefer to shop in a different place.