Case Study: Walmart boosts customer experience with Resonate Solutions

Empowering Your Frontline to Drive Customer Experience

Walmart, the global retailer operating 400+ stores across more than 160 cities, wanted to embed the voice of the customer into daily operations and improve customer experience in a highly competitive market. The company also faced barriers such as low willingness to provide feedback, no customer database or loyalty scheme, multi-language requirements, and the need to scale a program nationwide. To address this, Walmart partnered with Resonate Solutions and used the cloud-based Resonate Pulse Platform.

Resonate Solutions implemented a pilot across 10 Shenzhen stores, then helped Walmart expand the program to 80 stores and run it for two years. The solution used passive mobile surveys, incentives like store voucher draws, broad in-store and digital promotion, and a role-specific dashboard for frontline staff to listen, act, and close the loop on feedback. The result was a steady uplift in NPS, better day-to-day use of customer insights by store managers, and operational improvements such as changes to delivery times and cleaning schedules based on feedback about fresh produce.

Walmart

Sam Walton

Walmart