Wal-Mart's Doug McMillon: Online Sales, Stores Make Customer Experience Better

by Anne D'Innocenzio, The Associated Press  on Friday, Jun. 6, 2014 11:44 am  

FAYETTEVILLE — Wal-Mart's newly anointed CEO Doug McMillon said the world's largest retailer's task is to bring the changing world of e-commerce together with physical stores to help make customers' shopping experience better as technology evolves.

The comments came at the Wal-Mart Stores Inc.'s annual shareholders meeting on Friday. They come at a time when the retailer is seeking to address concerns over its declining sales and business practices at home and overseas.

"Our purpose of saving people money will always be relevant, but we'll do it in new ways," said McMillon, a 23-year-old Wal-Mart veteran who took over as CEO post in February. "We're going to invent the new, and bring together the digital world e-commerce with physical world of our stores."

To bolster his point, McMillon talked about a service that Wal-Mart offers at its Asda.com Web site in the U.K., where customers can order groceries online and then pick them up from trucks at various pickup points in the city.

He also showed off miniature figures of executives to illustrate how some Wal-Mart stores have been using 3-D printers to print miniature figurines for customers in the U.K.

"Imagine a day when we can print small household items and replacement parts in a store," he said.

McMillon made his remarks at the meeting, which drew 14,000 Wal-Mart workers around the world to the University of Arkansas's Bud Walton arena in Fayetteville. Typical of past Wal-Mart's shareholders' meetings, the event was packed with celebrity entertainment. Actor Harry Connick Jr. served as the master of ceremonies and at one point said he was going off script to sing "A Closer Walk with Thee." And the event included musical acts by Pharrell and Robin Thicke.

Despite the festivities, the company is under scrutiny on all fronts. Revenue at established Wal-Mart stores in the U.S. has declined for five consecutive quarters. The number of customers has also fallen six quarters in a row at the division, which accounts for 60 percent of the company's total sales.

Like many other retail chains that cater to working-class Americans, Wal-Mart is a victim of an uneven economic recovery that has benefited well-heeled shoppers more than those in the lower-income rungs. Moreover, shoppers are increasingly looking for lower prices at online rivals like Amazon.com and at small stores like dollar chains and pharmacies.

As a result, Wal-Mart is accelerating its expansion of smaller store formats and pushing online grocery services. It's also adding services catering to the needs of its low income shoppers, such as its new money transfer service.

At the same time, Wal-Mart is still battling labor-backed critics who argue that its workers' wages are too skimpy. The issue came up amid the festivities Friday when worker Charmaine Givens-Thomas introduced a shareholder proposal for an independent chairman.

"Something is wrong when the richest family in America pays hundreds of thousands of workers so little that they cannot survive without public assistance," she said.



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