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November 9, 2021

Discussion

Please read the following articles before responding to the question:

https://risnews.com/7-retailers-highest-customer-satisfaction

https://www.forbes.com/sites/blakemorgan/2021/06/14/who-wins-the-battle-of-walmart-vs-amazon/

https://www.businessinsider.in/retail/news/chick-fil-a-continues-to-dominate-customer-satisfaction-rankings-as-the-fast-food-chain-takes-over-america/articleshow/76717609.cms

Walmart is the most successful retailer in the world in terms of revenue, yet year after year Walmart consistently ranks very low (if not the lowest) on the American Customer Satisfaction Index (ACSI). Critics argue that this phenomenon is largely due to Walmart’s “lackluster employees” and their “bad customer service.”

Assume that you are the marketing manager for Walmart and that you have been assigned the role of improving customer perceptions of Walmart employees. Please suggest 2 specific and unique employee initiatives that would help promote this goal.

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