News

Walmart's 'Project Impact' shoots for cleaner stores, better customer service

September 8, 2009

Time is reporting on the real-world impact of Walmart's "Project Impact," a makeover initiative that sees the retailer focusing on cleaner store environments and better customer service.

"They've got Kmart ready to take a standing eight-count next year," says retail consultant Burt Flickinger III, managing director for Strategic Resources Group and a veteran Walmart watcher. "Same with Rite Aid. They've knocked out four of the top five toy retailers, and are now going after the last one standing, Toys "R" Us. Project Impact will be the catalyst to wipe out a second round of national and regional retailers."

For shoppers, Project Impact means a redesigned store that is brighter and easier to shop. It also spells the end of "Action Alley," those aisles filled with discounted products. With those sight lines newly cleared, most sections of the store are visible from most others.

And what about the friendlier service?

In West Deptford, the associates were sunny and bright. At the New York-area discount store, not so much. "You'll notice we've been in the store for two hours, and no one has even said hello to us," Flickinger says after he and I toured that store. He's right, we weren't feeling any love. But if Project Impact keeps picking up momentum, many more Walmart salespeople, and shareholders, should be smiling.