Lessons in Customer Service from Wal-Mart
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(Case Code: MKTG080) click on the button below, and select the case from the list of available cases:
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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Case Details:
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Price: |
| Case Code |
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MKTG080 |
For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 + Shipping & Handling Charges extraThemes
Customer Relationship Management |
| Case Length |
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15 Pages |
| Period |
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2003 |
| Pub Date |
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2003 |
| Teaching Note |
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Not Available |
| Organization |
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Wal-Mart |
| Industry |
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Retail |
| Countries |
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India |
Abstract:
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The case discusses various customer-centric initiatives, which contributed to the success of Wal-Mart; the world's largest retailing company.
The case elaborates on the role of Sam Walton's leadership, Wal-Mart's culture and the customer-centric policies of the company.
The case also discusses in detail how Wal-Mart used IT to provide high levels of customer service.
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Issues:
• How innovative advertising helps in creating brand recognition and brand awareness among consumers.
• How advertising helps in differentiating a product especially when competing in product categories where there is not much scope for differentiation
Contents:
Keywords:
Customer-centric initiatives, Wal-Mart, world, largest, retailing company, Sam Walton, leadership, Wal-Mart, culture, customer-centric, policies, company, IT, customer service
Lessons in Customer Service from Wal-Mart
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