Independent retailers have tended either to live in fear or in awe of the “Bentonville Behemoth.” Wal-Mart’s purchasing power, logistics, and information technology are indeed formidable. However, the same cannot be said about Wal-Mart’s customer service. According to the most recent American Customer Satisfaction Index (ACSI) Wal-Mart received the lowest rating for all supermarkets, with a barely passing grade of 70.

This seminar will detail customer service attitudes toward supermarkets and super centers. The goal is to highlight significant customer service differences that exist between these two formats. These documented differences will become the basis for developing a differential advantage that independent retailers need in this ongoing war with this giant. Specific strategic options will be presented to take advantage of the potential strength of independent retailers in this arena. Such options will be designed to minimize the above-noted strengths of Wal-Mart, while taking advantage of its Achilles’ heel, namely customer service.

Attendees will leave the seminar with unique insights, strategic options, and a renewed sense of confidence that Wal-Mart can be confronted on terms advantageous to independent retailers.