Business

It’s Time to Thank Teachers Across America

Most of us can recall a teacher who helped us learn, change and grow. For me, there were several, but there’s one who particularly stands out: my mom.

Her resume alone commands respect: She’s taught kindergarten at a rural elementary school since the 1970s. That means that every year, she not only ensures that students learn the basics like numbers and letters – she also shapes a gaggle of fresh-eyed, boundlessly energetic 5-year-olds into polite and productive members of society.

For some students, she may be the first educational influence they’ve experienced, and she takes that responsibility very seriously. When I lived at home, I remember her working countless nights not just grading papers, but also building and creating projects and materials that would give her class an extra boost. All that required was her own extra time, which she didn’t have much of, being a single mother to my sister and me.

So when Walmart announced Teacher Appreciation Week, I couldn’t wait to tell her about it. Through the program, which is happening now through July 31, she and other educators across the U.S. can receive 10% savings on classroom supplies. Over the years, going the extra mile for her class has sometimes meant digging into her own pocket, so I knew she would appreciate the discount. “Every little bit helps,” she replied when I shared the news.

This is the first year for Teacher Appreciation Week, but Walmart has been showing its support of educators for many years. The Walmart Foundation has a Teacher Rewards program, where all Sam’s Club, Walmart stores and distribution centers nationwide give gift cards to local schools to help teachers stock their classrooms. And for the third year, our online tool Classrooms by Walmart provides a convenient way for teachers to share supply lists with new students – and even create classroom wish lists of their own.

I’m proud that after all these years, families in my small town still request to have their kids enrolled in my mom’s class. There are stories like hers in schools in every state, and it’s the perfect time to let those teachers know how big of an impact they’ve truly had.

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Opportunity

From Leading Soldiers to Leading Walmart Associates

Following in my father’s footsteps, I joined the Marines before I finished high school.

After returning home from two tours of duty in Somalia and Iraq, I found that similar to many veterans, I struggled with the transition to civilian life. Initially I thought I had only two options: police officer or fireman. I decided on becoming a patrolman, but there were a limited number of openings, and the salary would have made it difficult to support my family.

After much research, I decided to work in retail. I took my first position with Walmart not only because of the secure salary but also because Walmart seemed to be a company that offered equal opportunity to every kind of person. Just like the military, I would be able to prove my abilities and possibly be rewarded for high performance.

Several months after separating from the Marines, when I felt the desire to rejoin the military, Walmart encouraged me to return. I joined the Army National Guard and was eventually called back to Iraq to serve in Operation Iraqi Freedom. I was a lead sniper, in charge of training more than 200 Iraqi policemen and 15 Americans. I was responsible for teaching them everything from leadership to gathering intelligence in a combat environment.

My part in the deployment ended after mortar rounds landed preceding a serious firefight in which I suffered several injuries after mobilizing my men to safely return to camp. I was awarded the Bronze Star with valor for my leadership; however, my recovery took months of surgeries. Today, I’m legally blind in my left eye, and still have some memory issues from a traumatic brain injury. But through all those difficult times, my managers at Walmart were really supportive. They helped me work around my limitations and even flew me to Kansas City to receive the Sam Walton Hero Award in front of 5,000 people.

After my recovery, I learned how to translate my military background to the business world even further. It may sound very different, going from staff sergeant to running a grocery department, but leadership skills remain constant. It’s all about establishing routines, simplifying things for associates, leading them and understanding them. Because of that, I’ve been able to grow my career.

I was recently promoted to Fresh Operations Manager and lead more than 1,000 associates. I work in the field, teaching and training fresh operations in our stores and have remained committed to our troops by supporting Walmart’s initiative to hire veterans. I work with HR to help them understand the different military ranks and how that translates to jobs. In the last five years, Walmart has hired more than 100,000 veterans and we’re a stronger company because of it.

I like to stay involved in supporting veterans in any way I can. I co-founded Helping Hands for Freedom, a nonprofit that supports the families of wounded and fallen soldiers. Most soldiers and their families lack the kind of support I was fortunate to receive from Walmart, so we do everything we can.

It’s great knowing I work for a company that supports my involvement with veterans. My plan is to continue to grow within the company and move up to senior leadership on the grocery side of the business. I want to continue to move forward with my development and growth so I can continue to lead and develop associates across our company.

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Business

Offering Customers More at the Door

Of all the aspects that make up a great shopping experience, there’s one that sets the tone right away: The first few steps inside the door.

We’ve been working to welcome customers to an improved Walmart for some time now, and of the countless details we’ve taken a look at, a key piece has been better utilizing an important role – our greeters. Last year, we launched a pilot program that in many stores, moved our greeters from action alley back to the front door, and in others, introduced a brand-new position: customer host, an associate who greets customers, but also checks receipts where appropriate, assists with returns and helps keep entrances clean and safe.

The reaction was positive. In stores with the new customer host role, customers said they liked easily spotting someone to go to for help and advice. Part of this is because our customer host stands out by wearing a yellow vest.

This pilot program was successful so we’ll begin rolling out these changes to all of our U.S. stores by mid-summer.

We know a one-size-fits-all-approach to our door coverage won’t work for our more than 5,000 stores. To help ensure each store has the coverage it needs, we’re using data on safety, security and shrink risks to guide us on  how best to staff our entrances. Where our data tells us the risk is higher, we’ll add the new customer host. We expect to fill about 9,000 of these new hourly positions that are specially trained to both welcome customers as soon as they walk in and also help deter would-be shoplifters.

Greeters are a big part of our company and culture, and that’s why in the majority of our U.S. stores we will continue to rely on them to be the helpful first face customers see. In stores where we alternatively have customer hosts, we’re giving our current greeters the ability to apply for these new roles, other positions at their store or Walmart locations nearby. During the pilot phase, more than 80% of the affected associates were able to find new positions – including many promotions. For those who didn’t choose to stay, we offered severance pay, which we continue to offer as we move this program nationwide.

Providing customers with an excellent first impression is part of Walmart’s broader strategy to ensure simpler, more convenient shopping.  Focusing more on our greeters is one of a whole host of details we’re looking at – it just happens to be a very visible one.

While the number of stores in the pilot phase of this program was too small for us to glean exhaustive data, we’re confident that taking it to a larger group of stores will continue to support the progress we’re making in customer experience.

And knowing that our customers are truly feeling the difference? That’s the kind of first impression we’re working hard to turn into a lasting one.

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Innovation

Checking Your Grocery List, and Getting it Right

People want to save money and time, so it's no wonder online grocery shopping sounds so appealing. Open your browser, click the grocery items you need, and let someone else do the shopping for you – right down to loading them in your trunk, right?

That’s exactly why Walmart will be expanding its online grocery service to nine more new markets this month, such as Columbus, Ohio; Omaha, Nebraska; and Raleigh, North Carolina. But our customers want more than just the ability to click and shop from the comfort of their own homes or workplaces. They want to know the perfect tomato – or better yet, banana or avocado (because those can be especially tricky) – finds its way into their grocery bag every time.

Before we began expanding the service to more markets, we worked tirelessly for quite some time to pilot and modify our online grocery service – and that’s because we’re committed to getting it right every time. The key to how we build a trusting bond with customers rests with our managers and, most importantly, our personal shoppers. We select only the best of the best for this critical role, and each associate undergoes rigorous training.

Selecting great produce and meat is essential. Personal shoppers not only learn the art of selecting these items by look, but also by touch and smell. For example, when a customer selects strawberries, our personal shoppers peek through each side of the carton. Similarly, finding the perfect pineapple or cantaloupe requires extra time – and we make the time. When our personal shoppers are gathering frozen and refrigerated items, they work quickly to select those items and return them to a designated, temperature-controlled holding area to ensure quality is not compromised.

But all the training in the world can’t account for everything. That’s where personal relationships matter.

Our promise to customers is that we’re not just here to gather their groceries. We learn their names.  Over time, we’ll get to know whether they prefer softer or firmer avocados, because we understand that texture makes a difference if you’re adding a slice to a salad or mashing it for guacamole. And as we get to know our customers more, we can begin to know which customers are fans of yellow bananas, and which opt for slightly green for a longer shelf life.

We’re in the business of saving our customers money so they can live better. In our eyes, taking grocery shopping off a customer’s growing to-do list, while ensuring quality and convenience every time – that’s definitely living better.

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Innovation

Open, Scan, Done: The Case for Walmart Pay

Thumbing through multiple gift cards at the register. Scrambling to find the one receipt you need to return an item. Trying to remember whether you need a refill for your prescription or not. We’ve all been there.

But why? We live in a digital world. We receive alerts about news breaking around the world in real time, rather than waiting for the Sunday morning newspaper. We can control temperature in our homes, lock doors and set alarms from our smartphones. So it’s time for the retail industry to step up – to allow customers to shop in new ways.

With the development of Walmart Pay – a new feature built into the Walmart mobile app that allows customers to use a smartphone to pay for in-store purchases – we weren’t focusing on payment for payment’s sake. We set out to marry our physical and digital assets to create a more seamless shopping experience for customers. We designed Walmart Pay to work with almost any smartphone and accept almost any payment type, even allowing for the integration of other mobile wallets in the future. And beginning this summer, it will work at every one of our stores across the U.S.

So, if you take a moment to activate the new Walmart Pay feature on your Walmart App, your next checkout really will be as simple as one, two, three.

If you discover the shirt you bought a few weeks ago doesn't fit, there’s no more keeping up with a paper receipt. It’s now stored electronically and at your fingertips because you’ve used Walmart Pay. Have a handful of Walmart gift cards you’ve been meaning to redeem, but hate the thought of handing them over one by one? Load your gift cards into Walmart Pay, and your balance will be ready with a single scan the next time you check out.

The best part is that none of your payment card information is stored on your phone or at the point of sale. Everything with Walmart Pay is stored in a secure, cloud-based environment. No payment credential is ever transmitted at the physical register, so you can rest easy knowing those details are safe and protected.

More than 20 million customers actively use the Walmart app each month, checking in to pick up an online order at a Walmart store, refilling pharmacy prescriptions, finding an item’s location within a store, and tapping into our popular Savings Catcher feature. When we set out to develop Walmart Pay, we’d asked ourselves how we could make shopping even faster, easier, more convenient and secure for our customers.

We’ll continue to find new ways of merging our physical and digital assets to produce a better, more convenient shopping experience. That’s what our customers demand and it’s what they deserve.

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