I came across an interesting article Ignore the customer experience, lose a billion dollars (Walmart case study). Thought I’d share.
A couple of years ago walmart sent out a survey to its costumers asking if they would like isles to be less cluttered.
Question: “Would you like Walmart aisles to be less cluttered?“
Most of the customers said yes. If asked that way, I think anyone would answer yes.
Answer:”Yes, now that you ask, yes, that would be nice.”
Based on survey results, “Walmart spends hundreds of millions of dollars uncluttering their stores.”
As a result “Sales went down.” and they lost over one billion dollars in sales.
What did they do wrong?
- They paid attention to what people said rather than what they did.
- Survey asked a Leading question question.