Walmart 2016 Annual Report Download - page 9

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beyond just selling products to being the brand customers rely
on to make their lives simpler and more meaningful as they
save money.
The winners in this time of change will be those who put the
customer first.
Our plan to win is clear. It starts with unparalleled assets that
only Walmart has – our 2.3 million people; more than 11,500 retail
locations; e-commerce websites and apps; and a dynamic,
optimized supply chain.
But it also requires new capabilities and fresh thinking.
This includes new digital tools for customers and frontline
associates, as well as back-end software and platform work
that benefits the entire enterprise. The use of data, algorithms,
advanced forecasting capabilities – and more – is of extreme
strategic significance.
We will put these pieces
together in a way no one
else can. We will
reimagine Walmart by
being the first and only to
deliver a truly seamless
shopping experience at
scale, with great savings
and massive selection.
We want customers to:
• Trust us to save them money,
• Find it simple and easy to do business with us, whether digitally
or physically,
• Know they can find whatever they’re looking for, either in stores,
on our e-commerce sites, or with our marketplace vendors, and
• Get items when and where they want them – in stores and clubs,
through pickup on or off-site, or delivered to their door.
Ultimately, customers don’t care about what channel they’re
shopping in, or about how we deliver them a product or service.
They simply know they’re shopping with Walmart.
the best online shopping experience. And beyond just retail,
they compare us with every business they interact with in their
lives. They compare our pickup experience to the speed and
friendliness of the best drive-through. They compare our checkout
process to the ease of paying with an app.
Our customers have high expectations of us. And they absolutely
should. People have limited time, limited money and limited
patience. With so many options and technological tools available
today, shopping shouldn’t be a hassle.
Our customers deserve and demand value, professional service
and a simple, easy experience. And when they’re searching for an
item or paying for their purchase, they want it to be fast. Winning
with customers today means being actively on their side – making
their daily lives better. Customers should be able to shop on their
own terms – in a great store or club, with a quick pickup stop on
the way home from work, or with items reliably arriving at the front
door. And customers want to have some money left over to put
toward their priorities: an experience together as a family, a special
gift every once in a while, or savings for a rainy day.
Retail is not just about putting items on a shelf anymore. It’s
about fighting for our customers, cutting out the hassles and the
headaches and advocating for them on price, too. We’re moving
$482
BILLION
TOTAL REVENUE
DOUG MCMILLON
President and Chief Executive Officer, Wal-Mart Stores, Inc.
7Only Walmart