October 14, 2021

How Walmart Brought the Superstore into a Super App, with Cynthia Kleinbaum Milner, VP of Marketing for Walmart Plus, Online Grocery and Mobile App

41 minutes

Throughout the years, Walmart has brought the idea of the superstore to life. Its name is ubiquitous, most Americans live within eight miles of a Walmart, and within the store, you can find everything from groceries to automotive services to custom paint production. Seriously, there is very little that you won’t find within a Walmart. And, on this episode of Up Next in Commerce, Cynthia Kleinbaum Milner told me about how that competitive edge is something that Walmart wanted to lean into as it evolved into the digital era. Cynthia is the VP of marketing for Walmart Plus, Online Grocery and Mobile App, and part of what she does is help Walmart use the power of its retail presence to engage with customers in an omnichannel way, this includes on mobile, which we touched on a lot in the interview. We also dove into Walmart Plus, and how Cynthia positioned Walmart Plus different from the competition, by getting the deepest understanding of what customers want and why. Plus we got into Cynthia’s own journey and how she has developed her skills as a marketer to land at one of the biggest global companies ever. This was such a fun episode, I hope you enjoy it!

Main Takeaways:

Going Backward To Move Forward: The world changes so rapidly that oftentimes the skills you are using now as the main part of your job will be peripheral or inapplicable in just a few years. Rather than continuing on one path doing only what you know, it might be a better long-term strategy to step back and learn in other emerging areas to make yourself more well-rounded. Even if you have to make a lateral or backward move right now, in the long run you will be a much better and a more skilled worker.
The Full Experience, Online and Off: Walmart is more than just a grocery store for those who go to physical locations. Naturally, the online experience had to be more than just one kind of shopping experience as well. Creating an app that makes the entire experience of shopping better, has to be the goal. Whether that means bringing in scan and go features to use in-store, or an endless aisle to shop from online, or building in additional services like financial help and delivery, there has to be more to your app so that you are providing customers with the ideal experience.
Making Membership Worth It: Too often, brands have membership programs that have one or two benefits that customers use every once in a while at best. But if you’re going to have a membership model, you want to make it worthwhile for customers and the business. There should be services that you can’t access otherwise, you should be adding value to your customers’ lives, and you should always be striving to add features and services that save time and money for your customers, which will make them want to use your app and come to your store even more.

For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.

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For a full transcript of this interview, click here.

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