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How Big Brands Use Social Media
Suraya BlissWalmart
Minneapolis at General Mills | August 13, 2009
“Engaging with Massive Audiences”
A Store of the CommunityRetailing then, now and next
Dave Tovar and Suraya BlissDave Tovar and Suraya BlissBlogwell Minneapolis, 2009
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Consider this…
8,000+ retail units
200+ million customers per week
2.1+ million associates worldwide
78%78% associates who want to connect online
1+ million1+ million ratings and reviews
millions... cgm every year
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millions... cgm every year
Blogwell Minneapolis 2009
Connections
• 22% of Americans know someone who works at Walmart or Sam’s Club Strategy One
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o s at a a t o Sa s C ub gy
Blogwell Minneapolis 2009
What We’ll Talk About
A Store of the Communityy
• Then• Then
Now• Now
• Next
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Our DNA
If we work together we’ll lower the cost of living for everyone…we’ll give the g y gworld an opportunity to see what it’s like to save and have a better life.
Sam Walton
You can’t just keep doing what works one time. Everything around you is always changing. To succeed, stay out in front of that change.
Sam Walton
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Community, then
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Geography no longer de/confines community
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Touch points
Stores
AdvertisingMedia
Blogs
Youtube
Mobile
MyWalmart.com
Walmart.com
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Community, now
transactional collaborative engaged
less loyal more loyal
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Customer CommunityHelping each other save money and live betterp g y
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Check Out blogEngaging with influencers and opinion leadersg g g p
I was reading blogginstocks the other day and noticed the commentary on Wal-Mart's PC Merchandising. The first bullet point was a bit hard to swallow: "Why even carry PCs is you display them like this". I must be honest here: I agree. We …really haven't focused on improving the customer experience and addressing the concerns that bloggingstocks brings up. When I tookconcerns that bloggingstocks brings up. When I took over the PC business last August, this was the first area on my list that I wanted to address.
Ryan Halford, Check Out blogger
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TwitterEngaging with journalists, investors and engaged stakeholdersg g g j , g g
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mywalmartReaching associates in a way they’re willing to listeng y y g
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Community, next
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How Big Brands Use Social Media
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