You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.
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If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet,they can each tell 6,000 friends.
The most important single thing is to focus obsessively on the customer. Our goal is to be earth's most customer-centric company.
Your brand is formed primarily, not by what your company says about itself, but what the company does.
In some circles, Walmart has this reputation of being really tough. I would say we're tough on behalf of the customer, but we always try to be fair, and if you look at the financial results of our suppliers, they've done really well, and P&G still makes more money than Walmart does after all this time, so this has worked out well for everybody, but we do keep on the pressure on behalf of the customer.
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