Maybe VR can enhance shopping experience. Sounds like basic research though, so not a competitive advantage yet.
Looking at internal organization is great, but again not a competitive advantage. Every org should be reviewing internal structures and efficiencies.
Your friend likes Walmart better than Amazon. I'm sure for valid reasons. But it's a third hand anecdote at this point without any details.
"Anything Amazon does Walmart does the same thing" seems disingenous. Their cost structures are different. The customers are dofferent. There be different strategies in pricing. Some will be copied, but Walmart can't copy Amazon's pricing models wholesale.
"Customer service is going to be...in 5 years"... Maybe. Maybe not. Why hasn't it happened yet? What has changed? Will this new directive overtake whatever cultural forces led customer service to be what it is now?
I'd be interested to see some analysis that goes deeper.
... as we raise our costs to service the dwindling market of "people without a computer and stable home address."
It is astonishing that Walmart HQ still thinks that the internet is a fad. No person with a viable alternative desires to visit a physical Walmart store. It takes time, requires overcoming a variety of frustrations like traffic, parking, bewildering store layouts, and then you never know if the item you want will actually be present at the location. Compare clicking a button and having the item delivered to your door.
> Walmart will never die
The truth is that Walmart is already dead. They are too far behind to ever catch up, and it is clear that "HQ" thinks that bolting an "e-commerce solution" on to their existing systems will keep them competitive, when in fact the entire organization has to be rebuilt from the ground up to even have a chance. That isn't going to happen. Walmart will soon be joining Sears and Blockbuster.
No, they really don't ...
Consumers Are Now Doing Most of Their Shopping Online, June 8, 2016.
http://fortune.com/2016/06/08/online-shopping-increases/
> you are underestimating how quickly those things can turn around in a massive company with tens of thousands of people working on the problem
I know exactly how an aging, entrenched bureaucracy rewarded for in store sales will react to a new online bolt-on that will "steal" their sales. Ongoing sabotage that cripples the upstart. Very few companies can make transitions like this where a new part of the company must cannibalize the old. Walmart has shown no evidence of even recognizing the kind of transformation they need to make.
>The survey, now in its fifth year, polled more than 5,000 consumers who make at least two online purchases in a three-month period. According to results, shoppers now make 51% of their purchases online, compared to 48% in 2015 and 47% in 2014.
1. They're only polling people who make online purchases.
2. Not sure how the 51% figure is computed.
You likely haven't been to too many Walmarts, especially in rural areas without a real Main Street / town square. People congregate there and eat at the food court or just hang out. Being able to get an item immediately instead of waiting two days is convenient. Most people don't buy a specialty item, they buy conventional merchandise that is more or less guaranteed to be in stock. Many communities have Walmart as their exclusive grocery store.
The complaint about traffic and parking (Walmarts have ample parking in all but the more urban locations!) shows that your perspective is that of a large city with ample public transit, not the more representative American locale. There's no Walmart in Manhattan, but there are two just over the bridge in Jersey. Most Americans live in a semi-urban, suburban, or rural place.