There is much hand-wringing and bloviating about where Wal-Mart went wrong. In chasing up-market shoppers, have they abandoned their core customer base? In moving more toward specials on specific items, and away from uniformly low prices, have they muddled their message?
Publix and Target get most of my business that might have been Wal-Mart’s. The reasons are no more complicated than they’ve ever been. I have no memory of ever waiting in a long line at either place. I also have no memory of ever encountering anything but a competent cashier at either place, and most of the time s/he’s even friendly. (Publix in particular is extremely good at hiring personable and smart people.)
I have an efficient and pleasant experience every time I shop at Publix or Target. Clearly, there are many someones at many different levels in these organizations who recognize that making that happen is important. Hey, Wal-Mart? You really suck at that. I was lucky to get that at your place one time in five when I actually used to come in there. Until I consistently encounter hearsay that makes me believe that’s climbed to 95 out of 100, you’ll never get me back.
No more complicated than that.