CRM – What’s that Spell?
I just posted on the subject of “Too Big to Care” and I couldn’t leave the topic without mentioning Wal-Mart. I must say I’m not a fan. I’m pretty sure Sam Walton would not be altogether happy with the behemoth it has become. Why? Because it has become the poster child for Crummy Customer Service. I think CRM in their training manual has been corrupted to Customer Repellency Methodology.
Anyone that’s been to Wal-Mart has war stories. I can recount a few because when a new Super-Center opened last year in a convenient location I had to check it out. It doesn’t seem to matter that it’s new, clean and ginormous. The regimented line of check-out lanes would be great if they had cashiers actually staffing them. It seems they NEVER have enough lanes open to handle the volume of business efficiently.
Did you know:
- Wal-Mart will sell more from January 1 to St. Patrick’s Day (March 17th) than Target sells all year.
- Wal-Mart is bigger than Home Depot + Kroger + Target + Sears + Costco + K-Mart combined.
- Wal-Mart is the largest company in the history of the World.
Yes, you can save money shopping at Wal-Mart. I’ve determined that the nickels saved are not worth the cheerfulness lost.
The important thing is to learn from Wal-Mart’s example that cost is NOT more important than the experience. Granted, the People of Wal-Mart (yes, there’s actually a comedic site replete with photos and videos) seem to be attracted to the store but something tells me they are not your target market.
CRM. A pillar of successful business. What strategy are you going to implement to improve in this area this year?