Wal-Mart’s Disappearing Eight Percent

September 20, 2006

Wal-Mart’s Disappearing Eight Percent

CBS interviewed Wal-Mart’s CEO Lee Scott last week and asked how he felt about the company being a political football.

What interested me was some information on how reputation can impact the bottom line. The interviewer remarked that a leaked internal study reported that nearly 8 percent of the store’s customers no longer shopped at Wal-Mart because of its reputation. Since Wal-Mart has 127 million customers, that’s alot of customers turning away. Lee Scott has certainly taken this criticism seriously and is turning the company upside down to meet expectations and win back those fleeing customers.

When your CEO asks you to show him or her some numbers about the link between reputation and sales, don’t forget to pull out this posting.

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Leslie Gaines-Ross
Leslie Gaines-Ross

As Weber Shandwick’s Chief Reputation Strategist, I focus on the ever changing world of reputation. For the past 25 years, I have relentlessly observed, researched and commented on the rise and fall of reputations.

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