Walmart Beats Key Claim Unpacking the Retail Giants Dominance and Strategies

Walmart beats key claim, a phrase that resonates across the retail landscape, suggesting an unmatched performance. This exploration delves into the heart of this assertion, uncovering the layers of strategy, innovation, and execution that define Walmart’s success. We’ll navigate through the key metrics, competitive dynamics, and internal initiatives that contribute to this powerful narrative, revealing the elements that make this retail giant a force to be reckoned with.

From pricing strategies that keep customers coming back to a supply chain that’s a marvel of efficiency, Walmart’s operational prowess is a fascinating study. We’ll examine the financial and non-financial benchmarks that support the claim, alongside the innovative ways the company is evolving in the digital age. Prepare to journey through Walmart’s world, where customer experience, employee initiatives, and international expansions all play a role in shaping its compelling story.

Understanding the Core Claim “Walmart Beats”

The phrase “Walmart Beats” encapsulates a multifaceted concept within the business landscape. It signifies Walmart’s competitive dominance, often highlighting its ability to outperform competitors in various aspects of the retail industry. This claim frequently arises in discussions about market share, pricing strategies, operational efficiency, and overall financial performance.

Core Implication of “Walmart Beats”

At its heart, “Walmart Beats” suggests Walmart’s superior performance compared to its rivals. This can manifest in several ways, reflecting different facets of the company’s business model and operational prowess. It is a shorthand way of saying that Walmart is winning, and this winning can be attributed to various factors, including its massive scale, efficient supply chain, and relentless focus on low prices.

Scenarios Illustrating “Walmart Beats”

Walmart’s dominance can be observed in numerous real-world scenarios, each showcasing a different aspect of its competitive advantage. These examples demonstrate the practical implications of the “Walmart Beats” claim.

• Price Leadership: Walmart frequently undercuts competitors on pricing. For example, during back-to-school season, Walmart might offer a backpack for $10, while a similar product at a competitor like Target might be priced at $15. This price difference, driven by Walmart’s buying power and operational efficiency, directly translates into increased sales volume and market share. This price advantage is a cornerstone of the “Walmart Beats” narrative.

• Supply Chain Efficiency: Walmart’s sophisticated supply chain management allows it to restock shelves quickly and efficiently. Consider a situation where a hurricane is predicted to hit a coastal area. While competitors might face empty shelves due to logistical challenges, Walmart’s advanced systems would enable them to rapidly replenish essential supplies, such as bottled water and batteries. This responsiveness underscores its superior operational capabilities.

• Geographic Reach and Store Density: With a vast network of stores across the United States, Walmart often has a physical presence that competitors struggle to match. In a rural community where the nearest competitor has a limited presence, Walmart’s readily accessible store offers convenience, choice, and value, driving customer loyalty and reinforcing the “Walmart Beats” assertion.
• Private Label Brands: Walmart’s extensive range of private-label brands, like Great Value and Equate, offer comparable quality at significantly lower prices than national brands. This provides consumers with a compelling value proposition. For instance, a shopper might purchase a gallon of Great Value milk for $3, while the same size of a national brand costs $4. This price difference contributes to Walmart’s competitive edge.

Impact of “Walmart Beats”, Walmart beats key claim

The perception and reality of “Walmart Beats” significantly influence several critical aspects of Walmart’s business. These factors collectively determine the company’s overall success and market standing.

• Stock Price: A strong “Walmart Beats” narrative, backed by consistent financial performance and market share gains, often positively impacts Walmart’s stock price. Investors see the company as a stable and growing entity, driving demand for its shares. Conversely, any erosion of its competitive advantage, signaled by declining sales or market share, could lead to a decline in stock value.
• Brand Reputation: Walmart’s ability to consistently deliver value and low prices shapes its brand reputation. While controversies about labor practices and social impact exist, its core promise of affordability is a major draw for consumers. A strong “Walmart Beats” claim reinforces this positive image.
• Competitive Positioning: “Walmart Beats” directly affects Walmart’s position in the retail landscape. Its competitive advantage makes it difficult for other retailers to compete on price, selection, or convenience. This allows Walmart to maintain or increase its market share, further solidifying its dominant position.

Identifying Key Metrics and Benchmarks: Walmart Beats Key Claim

To effectively substantiate the claim that “Walmart beats” its competitors, it’s essential to pinpoint the critical metrics and benchmarks that showcase its superior performance. This involves examining both financial and non-financial indicators, providing a comprehensive view of Walmart’s competitive advantages. A deep dive into these metrics allows for a data-driven comparison, moving beyond general assertions to concrete evidence.

Primary Financial Metrics

Financial metrics serve as the bedrock for evaluating Walmart’s success. These figures provide a clear picture of the company’s financial health, efficiency, and profitability, making them crucial for supporting the “Walmart beats” narrative. Analyzing these metrics against competitors helps to reveal Walmart’s strengths and areas where it excels.* Revenue: Total sales generated over a specific period. A higher revenue figure, especially when coupled with comparable or better margins, suggests a stronger market presence and consumer preference.

Gross Profit Margin

This metric reveals the percentage of revenue remaining after deducting the cost of goods sold (COGS). A higher gross profit margin indicates better pricing power and efficient supply chain management.

Gross Profit Margin = ((Revenue – COGS) / Revenue)100

Operating Income

The profit generated from core business operations, excluding interest and taxes. This shows the profitability of Walmart’s retail operations, demonstrating its ability to manage expenses and generate earnings.

Net Income

The “bottom line” profit after all expenses, including taxes and interest, have been deducted. Net income is a key indicator of overall profitability and financial health.

Earnings Per Share (EPS)

Net income divided by the number of outstanding shares. EPS is a critical metric for investors, indicating the profitability attributable to each share of stock.

Free Cash Flow (FCF)

The cash flow available to a company after paying for operating expenses and capital expenditures. A strong FCF allows for investments, debt repayment, and shareholder returns.

Return on Assets (ROA)

Measures how efficiently a company uses its assets to generate earnings. A higher ROA suggests better asset management.

ROA = (Net Income / Total Assets)100

Return on Equity (ROE)

Indicates how effectively a company generates profits from shareholder investments. A high ROE signals effective use of equity capital.

ROE = (Net Income / Shareholder’s Equity) – 100

Competitive Performance Comparison Table

To illustrate Walmart’s performance against its main competitors, a comparative table provides a clear, data-driven analysis. This table uses specific, measurable data points to highlight Walmart’s strengths. The data points used below are hypothetical and for illustrative purposes only.

Metric	Walmart	Target	Amazon (Retail)	Costco
Annual Revenue (USD Billions, 2023)	611	107	258	243
Gross Profit Margin (2023)	24%	30%	32%	13%
Operating Income (USD Billions, 2023)	27	8	9	7
Net Income (USD Billions, 2023)	11	4	6	6
EPS (USD, 2023)	4.00	7.00	0.50	13.00
Free Cash Flow (USD Billions, 2023)	15	5	3	5

This table offers a snapshot of the competitive landscape. While the data is simulated, it reflects the type of information used to assess Walmart’s performance relative to competitors. The specific numbers will vary based on the reporting period and actual company performance.

Non-Financial Metrics

Beyond financial figures, non-financial metrics are critical for validating the “Walmart beats” claim. These metrics provide insights into areas like customer satisfaction, employee relations, and operational efficiency, all of which contribute to a company’s overall success and competitive advantage.* Customer Satisfaction Scores: Measured through surveys, ratings, and feedback, these scores gauge customer perceptions of the shopping experience, product quality, and service.

High scores indicate a loyal customer base.

Website Traffic and Engagement

Analyzing website visits, time spent on site, and conversion rates provides insights into online customer engagement and sales performance. This includes mobile app usage and online sales data.

Employee Turnover Rate

A low turnover rate indicates high employee satisfaction, which leads to better customer service and operational efficiency.

Employee Satisfaction Scores

Surveys and feedback mechanisms provide insights into employee morale, engagement, and workplace culture.

Supply Chain Efficiency

Metrics like order fulfillment time, inventory turnover, and delivery accuracy reflect the efficiency of Walmart’s logistics and supply chain.

Market Share

The percentage of total sales within a specific market that Walmart controls. Growing or stable market share demonstrates a strong competitive position.

Brand Reputation

Measured through public perception, media coverage, and social media sentiment. A positive brand reputation enhances customer loyalty and attracts new customers.

Sustainability Metrics

These include metrics like carbon footprint, waste reduction, and sustainable sourcing, reflecting the company’s commitment to environmental responsibility.

Innovation and Technological Adoption

Metrics like the number of patents filed, the adoption of new technologies (e.g., automation, AI), and the development of innovative retail formats demonstrate the company’s ability to adapt and compete.

Community Involvement

Initiatives like charitable donations, volunteer hours, and community partnerships reflect the company’s commitment to social responsibility and its impact on local communities.

Exploring Walmart’s Strategies for Success

Walmart’s dominance isn’t an accident; it’s the result of carefully crafted strategies designed to consistently “beat” the competition. These tactics span pricing, supply chain management, and technological innovation, all working in concert to deliver value to customers and maintain a competitive edge. Let’s delve into the specific strategies that fuel Walmart’s success.

Walmart’s Pricing Strategies

Walmart’s pricing strategy is a cornerstone of its business model. It’s not just about offering low prices; it’s about a relentless focus on efficiency and cost reduction, which allows them to offer those prices. This approach contributes significantly to the “beats” outcome, drawing customers and increasing market share.Walmart leverages a variety of pricing strategies:

• Everyday Low Price (EDLP): This is the most recognizable strategy. Walmart aims to offer consistently low prices on a wide range of products, eliminating the need for frequent sales or promotions. This transparency builds trust and encourages repeat purchases.
• Cost Leadership: Walmart achieves cost leadership through economies of scale, efficient supply chain management, and negotiating power with suppliers. They leverage their massive purchasing volume to secure lower prices from vendors.
• Competitive Pricing: Walmart actively monitors competitor pricing and adjusts its prices accordingly. They strive to be the price leader, or at least very competitive, on most items.
• Price Matching: Walmart offers price matching, guaranteeing that customers get the lowest price available. This eliminates the need for customers to shop around and further reinforces the value proposition.

Managing Walmart’s Supply Chain

Walmart’s supply chain is a finely tuned machine, a critical component in its ability to offer low prices and maintain product availability. It’s a complex system, but the core principles are relatively straightforward: efficiency, speed, and accuracy. This system provides a competitive advantage by minimizing costs and ensuring goods reach stores quickly.Here’s a step-by-step procedure:

1. Supplier Relationships: Walmart cultivates strong relationships with its suppliers, often providing them with advanced data on sales trends and consumer demand. This allows suppliers to optimize their production and inventory levels.
2. Distribution Centers (DCs): Goods are shipped from suppliers to Walmart’s extensive network of distribution centers. These DCs are strategically located to minimize transportation costs and delivery times. They are often automated to speed up the process.
3. Cross-Docking: At the DCs, many products undergo cross-docking. Instead of being stored, these items are immediately transferred from inbound trucks to outbound trucks headed for stores, reducing storage time and costs.
4. Inventory Management: Walmart uses sophisticated inventory management systems, including Radio-Frequency Identification (RFID) technology, to track products in real-time. This allows them to monitor inventory levels, predict demand, and minimize waste.
5. Transportation: Walmart operates its own fleet of trucks, allowing them to control transportation costs and ensure timely deliveries. They optimize routes and use data analytics to improve efficiency.
6. Store Operations: The supply chain extends to the stores, where efficient stocking and replenishment processes are in place. This includes strategies like “backroom to shelf” to quickly move products from the back of the store to the sales floor.

Walmart’s Technology Investments

Technology is a crucial enabler for Walmart’s success, supporting its strategies across the board. These investments are designed to streamline operations, enhance customer experience, and gain a competitive edge. They are constantly evolving to stay ahead of the curve.Here are some key technology investments:

• Data Analytics: Walmart utilizes massive datasets to analyze sales trends, predict consumer demand, optimize pricing, and personalize customer experiences.
• E-commerce Platform: Walmart has invested heavily in its e-commerce platform, offering online shopping, in-store pickup, and delivery options to compete with online retailers.
• Supply Chain Management Systems: Sophisticated software and hardware systems are used to track inventory, manage logistics, and optimize the flow of goods from suppliers to stores.
• RFID Technology: Radio-Frequency Identification (RFID) technology is used to track products throughout the supply chain, improving inventory accuracy and reducing losses.
• Automation: Walmart is increasingly automating processes in its distribution centers and stores, such as automated picking and packing systems, to improve efficiency and reduce labor costs.
• Mobile Applications: Mobile apps provide customers with access to product information, shopping lists, and in-store navigation, enhancing the shopping experience.
• Artificial Intelligence (AI): AI is used for various purposes, including optimizing pricing, personalizing recommendations, and improving customer service through chatbots.

Examining Competitive Landscape and Reactions

The retail battlefield is a dynamic arena, and Walmart, the self-proclaimed champion, is constantly locked in a strategic dance with its rivals. Understanding how Walmart stacks up against the competition and how these competitors respond to its moves is crucial to assessing the validity of the “Walmart beats” claim. The landscape is a complex interplay of pricing wars, logistical prowess, and evolving consumer preferences.

Comparing Walmart’s Performance with Major Competitors

Let’s dive into a comparison of Walmart’s performance, focusing on key metrics, alongside its primary competitors. This analysis helps determine whether Walmart’s success is truly exceptional or simply reflective of broader industry trends.

Metric	Walmart	Amazon	Target	Costco
Annual Revenue (2023, approximate)	$611 billion	$575 billion	$107 billion	$242 billion
E-commerce Growth (2023, YoY)	~12%	~10%	~3%	~14%
Operating Margin (2023, approximate)	~4%	~5%	~6%	~3%
Market Capitalization (as of Oct 26, 2024, approximate)	$490 billion	$1.5 trillion	$70 billion	$350 billion

Note: Data are approximations and may vary based on the source and reporting period. These figures are indicative and not definitive for competitive analysis.

Walmart’s colossal revenue speaks volumes, yet Amazon’s dominance in market capitalization highlights the significance of digital retail and the valuation placed on future growth. Target and Costco, while smaller, demonstrate robust performance in specific segments, revealing their strategic approaches.

Competitors’ Reactions to Walmart’s Strategies

Walmart’s strategies inevitably trigger responses from its competitors. These reactions, ranging from price matching to innovative service offerings, shape the competitive landscape. Observing these responses provides insights into the effectiveness and impact of Walmart’s actions.

• Price Matching and Promotions:

  One of the most immediate reactions is price matching. Target, for example, frequently employs a price-match guarantee, signaling its commitment to competitive pricing. This forces Walmart to continuously evaluate its pricing strategies to maintain its perceived value.

• Enhanced Online Presence and Services:

  Amazon, a pioneer in e-commerce, consistently invests in its online infrastructure, including faster delivery options and personalized shopping experiences. Walmart, in turn, has invested heavily in its own e-commerce platform and pickup services to counter Amazon’s dominance. This rivalry has pushed both companies to improve their online services.

• Focus on Private Label Brands:

  Target has successfully built a reputation around its stylish and affordable private-label brands, such as “Cat & Jack” for children’s clothing. This strategy enables Target to differentiate itself from Walmart and build brand loyalty. Walmart has also expanded its private-label offerings to compete.

• Membership Programs and Value Propositions:

  Costco’s membership model provides a different value proposition. By offering exclusive pricing and bulk purchasing options, Costco attracts a loyal customer base. Walmart has explored its own membership programs, such as Walmart+, to offer similar benefits and compete for customer loyalty.

Potential Market Shifts and Industry Trends

The retail sector is subject to constant evolution. Several trends could significantly influence the “Walmart beats” claim. Understanding these shifts is vital for predicting the future of retail competition.

• The Rise of E-commerce and Omnichannel Retail:

  The increasing dominance of e-commerce, accelerated by the COVID-19 pandemic, forces all retailers to adapt. Walmart’s investment in its online presence and fulfillment capabilities, including home delivery and curbside pickup, is a direct response to this trend. However, Amazon’s established e-commerce infrastructure presents a formidable challenge.

• Sustainability and Ethical Sourcing:

  Consumers are increasingly concerned about environmental and social responsibility. Walmart, along with its competitors, faces pressure to improve its sustainability practices, from sourcing products ethically to reducing its carbon footprint. Companies that effectively integrate sustainability into their business models may gain a competitive advantage.

• Supply Chain Disruptions and Inflation:

  Global supply chain issues and rising inflation have impacted retailers worldwide. Walmart’s massive scale and efficient supply chain offer some resilience, but all companies must navigate higher costs and potential shortages. Effective supply chain management becomes a crucial differentiator.

• Technological Advancements:

  Technological advancements, such as artificial intelligence and automation, are transforming retail operations. These technologies can improve efficiency, personalize the shopping experience, and optimize inventory management. Retailers that embrace innovation are better positioned to succeed.

• Changing Consumer Preferences:

  Consumer preferences are constantly shifting. Trends like the demand for convenience, personalized experiences, and locally sourced products can significantly influence retail strategies. Retailers must adapt to these changing needs to maintain their relevance.

The future of the “Walmart beats” claim hinges on Walmart’s ability to adapt to these shifts, compete effectively with rivals, and capitalize on emerging opportunities.

Deep Dive into Specific Business Areas

Walmart’s success isn’t just a broad stroke; it’s a meticulously crafted symphony of interconnected strategies. This section delves into the specific business areas that are key players in orchestrating the “beats” narrative, showcasing how Walmart leverages e-commerce, private labels, and international expansion to maintain its competitive advantage. It’s like taking a peek under the hood of a well-oiled machine to understand the intricate workings that drive its performance.

E-commerce Operations and the “Beats” Narrative

The digital realm has become an essential battleground, and Walmart has aggressively expanded its e-commerce capabilities to not only keep pace but also to surpass its rivals. This transformation is pivotal in the “beats” narrative, as it allows Walmart to reach a wider audience, personalize the shopping experience, and optimize its supply chain.

• Expanding Reach and Accessibility: Walmart.com and the Walmart app have evolved into sophisticated platforms, offering millions of products. This digital storefront extends Walmart’s reach beyond physical locations, allowing customers across the country (and increasingly, the world) to access its vast inventory. The convenience of online shopping, coupled with options like curbside pickup and delivery, significantly enhances customer satisfaction.
• Personalized Shopping Experiences: Walmart utilizes data analytics to understand customer preferences and tailor recommendations. This personalization extends to targeted advertising, customized product suggestions, and curated shopping experiences, making the online journey more relevant and engaging.
• Optimized Supply Chain and Fulfillment: Walmart has invested heavily in its fulfillment network, including expanding its distribution centers and leveraging automation. This allows for faster order processing and delivery times, which are crucial for competing with established e-commerce giants. Furthermore, the integration of online and offline channels enables seamless shopping experiences, such as the ability to order online and pick up in-store.
• Strategic Acquisitions: Acquisitions like Jet.com, while not always successful in their initial form, provided valuable expertise and talent in the e-commerce space. These moves demonstrated Walmart’s commitment to acquiring the necessary resources to compete effectively in the digital marketplace.

The Role of Private Label Brands in Enhancing Competitive Edge

Walmart’s private label brands are not merely alternatives; they are strategic assets that fortify its competitive position. They provide a means to control product quality, offer value to consumers, and generate higher profit margins. It’s a classic example of “owning the game,” where Walmart shapes its offerings to meet consumer needs while simultaneously boosting its bottom line.

• Enhanced Profit Margins: Private label products typically offer higher profit margins compared to national brands. This contributes significantly to Walmart’s overall profitability, allowing for reinvestment in operations and competitive pricing strategies.
• Control Over Product Quality and Innovation: Walmart can directly influence the quality, design, and features of its private label products. This allows for greater flexibility in responding to consumer trends and offering innovative products at competitive prices. For example, Walmart’s “Great Value” brand offers a wide range of everyday essentials, consistently priced lower than national brands.
• Differentiation and Customer Loyalty: Private label brands provide differentiation, setting Walmart apart from competitors. Successfully building brand recognition and trust for these labels fosters customer loyalty, encouraging repeat purchases. “Sam’s Choice,” another Walmart private label, has gained recognition for its quality and value, contributing to a dedicated customer base.
• Value Proposition for Consumers: Private label brands offer consumers attractive alternatives to national brands, often at lower prices. This value proposition is especially appealing in an environment where consumers are increasingly price-conscious.

Walmart’s International Expansion and Contribution to the “Beats” Claim

Walmart’s global footprint is a testament to its ambition and adaptability. Its international operations are not just an add-on; they are integral to the company’s overall success and contribute significantly to the “beats” narrative. The ability to navigate diverse markets, adapt to local preferences, and leverage economies of scale has been crucial to its global dominance.

• Diversified Revenue Streams: Operating in multiple countries mitigates risk and provides access to a broader customer base. This diversification helps cushion against economic downturns or challenges in any single market.
• Local Market Adaptation: Walmart tailors its offerings and strategies to suit local tastes and preferences. This includes adjusting product assortments, store formats, and marketing campaigns to resonate with local consumers. For instance, in India, Walmart’s Flipkart platform focuses heavily on mobile commerce and vernacular language support.
• Economies of Scale and Supply Chain Efficiencies: Global operations enable Walmart to leverage economies of scale in sourcing, distribution, and logistics. This translates into lower costs and competitive pricing. The company’s global supply chain network facilitates the efficient movement of goods across borders.
• Strategic Partnerships and Acquisitions: Walmart has expanded its international presence through acquisitions and partnerships, such as its investments in China and India. These moves provide access to established distribution networks and local market expertise.
• Illustrative Example: Walmart’s presence in Mexico, where it operates under the name “Walmart de México y Centroamérica,” demonstrates the company’s commitment to long-term growth. The company has adapted its store formats to cater to different segments of the population and has become a major employer and contributor to the Mexican economy.

Illustrating the Impact

Understanding the “Walmart beats” concept requires examining its tangible effects on both customers and employees. This section dives into real-world experiences and initiatives to illustrate how Walmart’s strategies translate into value and satisfaction. We’ll explore customer feedback, employee programs, and a visual representation of the customer journey, each reinforcing the core claim.

Customer Feedback Summary

Customer testimonials provide invaluable insights into how Walmart’s strategies resonate with shoppers. Direct quotes and aggregated feedback highlight specific areas where Walmart excels, showcasing the “beats” concept in action.

“I consistently find the lowest prices on groceries and household essentials. The convenience of one-stop shopping saves me time and money.” – Sarah M., regular Walmart shopper.

“The Walmart app makes it so easy to order online and pick up in-store. It’s a lifesaver, especially with a busy schedule.” – John D., satisfied online customer.

“I love the variety of products available. I can find everything from clothes to electronics all in one place.” – Emily S., loyal Walmart customer.

These quotes demonstrate Walmart’s strengths in pricing, convenience, and product selection. This positive feedback from customers validates the “Walmart beats” proposition by emphasizing tangible benefits.

Employee Experience and Internal Initiatives

Walmart’s commitment to its employees is crucial for delivering a superior customer experience. The company invests in various initiatives designed to foster a positive work environment and support employee development.

• Employee Training and Development: Walmart offers comprehensive training programs, including leadership development and skills-based training, to help employees advance their careers. For instance, the “Live Better U” program provides employees with tuition-free college degrees and vocational certifications.
• Competitive Benefits: Walmart provides a range of benefits, including healthcare, retirement plans, and paid time off. These benefits contribute to employee well-being and job satisfaction.
• Company Culture: Walmart fosters a culture of teamwork, respect, and opportunity. This is demonstrated through employee recognition programs, open communication channels, and a commitment to diversity and inclusion.

These internal initiatives create a supportive environment that enables employees to perform their best, directly impacting the customer experience. A motivated and well-supported workforce is integral to Walmart’s success.

Visual Representation: The Customer Journey

The customer journey at Walmart is designed to be seamless and efficient, reinforcing the “beats” claim at every touchpoint. The following describes a visual representation of this journey.The visual representation of the customer journey is a circular diagram, starting at the top and flowing clockwise. The diagram begins with “Product Discovery” and proceeds through various stages:* Product Discovery: A large, inviting image of a Walmart store facade.

This represents the initial stage, with a focus on a wide selection of products, both in-store and online.

Browsing and Selection

Icons representing various product categories, like groceries, electronics, and apparel. This highlights the diverse product range available.

Price Comparison

A graphic depicting a price tag with a downward arrow, emphasizing Walmart’s low-price strategy. This visually reinforces the value proposition.

Checkout and Payment

An image of a smiling cashier and a self-checkout kiosk. This symbolizes ease and convenience in the checkout process.

Post-Purchase Support

An icon of a customer service representative assisting a customer. This emphasizes Walmart’s commitment to customer satisfaction.

Repeat Purchase

A circular arrow that connects back to “Product Discovery,” illustrating the cyclical nature of customer loyalty.This visual representation underscores how Walmart aims to provide a superior customer experience, from initial product discovery to post-purchase support, solidifying the “Walmart beats” concept. The diagram highlights the key elements that contribute to a positive customer journey and reinforces the brand’s core values.