CX Case Study

Improving Retail Frontline CX at Walmart

Discover the transformative strategies employed by Walmart to redefine customer experience in the competitive retail market.

This case study is a deep dive into Walmart’s collaborative efforts with Resonate Solutions to harness the voice of the customer, driving significant improvements in service and operational excellence.


Sam Walton had a vision for retail, and to this day Walmart is still focused on that vision – to ensure a great customer experience.

“There is only one boss – the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”

– Sam Walton

Walmart understands the importance of delivering a great customer experience and developing a one-on-one relationship with its customers. This focus and drive makes a difference in the lives of their customers, members and employees.

Operating in a highly competitive market, Walmart set out to integrate the voice of the customer into their everyday operations by making customer experience a part of every store managers operating rhythm.

Key Learnings

How Walmart integrated customer feedback into daily operations to enhance the customer experience. 
How Walmart utilized our CX platform to overcome market competition, customer relevance, and efficient action on feedback. 
The specifics of the pilot program’s design in the Shenzhen region and the subsequent national rollout. 
Creative approaches to incentivize customer feedback and improve response rates. 
The use of Resonate Pulse Platform to provide frontline staff with real-time feedback and the ability to take immediate action. 
How Walmart achieved a steady uplift in Net Promoter Score (NPS) and made operational decisions informed by analytical reporting. 

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