Walmart Case Study
Discover the transformative strategies employed by Walmart to redefine customer experience in the competitive retail market.
Transforming CX in RETAIL
Improving Retail Frontline CX at Walmart
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“The program has been instrumental in establishing customer focus at a store level, and systematically increasing NPS across the network. The Resonate team’s innovation, adaptability, and resilience have been greatly appreciated.”
Jim Thompson
Chief Operating Officer | Walmart China
Integrating VoC into everyday operations
Customer feedback to improve daily operation
How Walmart integrated customer feedback into daily operations to enhance the customer experience.
Stay competitive and act on feedback
How Walmart utilized our CX platform to overcome market competition, customer relevance, and efficient action on feedback.
National Expansion
The specifics of the pilot program’s design in the Shenzhen region and the subsequent national rollout.
Innovative ways to boost
Creative approaches to incentivize customer feedback and improve response rates.
Using Resonate Pulse for real-time feedback
The use of Resonate Pulse Platform to provide frontline staff with real-time feedback and the ability to take immediate action.
Making data-driven operational decisions
How Walmart achieved a steady uplift in Net Promoter Score (NPS) and made operational decisions informed by analytical reporting.
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