It didn’t work for their customers, hasn’t helped operating margins, and may have contributed to the drop in customer satisfaction.
Customer satisfaction with Walmart is still at record lows, even after the change.
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Customers at Mc Donald’s tend to be younger than the ones at Walmart and – therefore – will be more open to new technology and better able to adapt to it.
If Mc Donald’s can actually succeed where Walmart failed and made good use of technology, it only makes the fight for a $15 minimum wage even more irrelevant.
Walmart has increasingly centralized its employee policies over the last two decades, including hourly raises.
Whereas store managers used to be able to provide raises, “now all pay is controlled by home office.” Walmart has also imposed new restrictions on the number of full-time employees at each store.
So, it won’t be saving them any time and it’s going to lead to frustrations.
Another important difference is the difference in clientele between the companies.
More and more Mc Donald’s restaurants have replaced their cashiers with ordering kiosks where people can place their orders.
Mc Donald’s haven’t confirmed for sure just how many restaurants have ordering kiosks – and no cashiers – but I found them in just about every Mc Donald’s I stopped in while visiting New York State.
This means customers should have no problem becoming familiar with the technology replacing cashiers, which will reduce the amount of time stood in line.
Walmart has a much more diverse product offering, which means it would take time for customers to become familiar with the technology.
The current assistant store manager was compelled to share his own experience after reading several accounts written by store associates.