04/12/2023 :: 1

3 Recent projects that showcase our delivery capacity

Walmart Jogo Justo (‘Fair Game’) Support #Wguitar Walmart Atende (Walmart Care)

Background In 2008, Walmart created its e-commerce,

along with the social media boom

Problem Our main challenge was to insert an

unknown brand in the social networks, engaging consumers, creating interaction and being 365 days in touch with this environment’s audience.

Main channels are: Blog Twitter Facebook

Walmart | In the Social Networks

04/12/2023 :: 2

Insight In our properties we decided to implement daily dynamics to generate a high engagement

level, as the examples that follow:

#JogoJusto

#Wguitar

@Walmart_Atende

Walmart | In the Social Networks

04/12/2023 :: 3

Problem Taxes are among the main problems in

Brazil regarding the buying of products, specially games, that were inserted in the ‘gambling’ category and therefore receive a great amount of taxes (124% over the price).

Insight Price is the main obstacle that keeps

people from buying.

Walmart | Apoio ao Jogo Justo (‘Fair Game’ Support)

04/12/2023 :: 4

Solution Walmart, thus, decided to support a small

group of gamers (the Jogo Justo - Fair Game - Movement) who were fighting against this high taxation – and was the only retailer in Brazil to do so.

Its move was to drop games’ prices to its original ones – removing (and paying) for the taxes – showing this category of clients (gamers) that it was side by side with society, fighting for better buying conditions.

With Walmart’s help, the cause gained voice and grew in power and visibility in the society and in the media.

Walmart | Apoio ao Jogo Justo (‘Fair Game’ Support)

04/12/2023 :: 5

Results With Walmart’s help we got to Twitter

Worldwide Trending Topics (along with Brazil and São Paulo TTs) with the #jogojusto hashtag.

In the ‘Jogo Justo Day’ Walmart sold, in the social networks, the equivalent of a 2 month sales.

Content was spontaneously produced and spread across the internet by users.

We became news in the main news broadcast program of Brazil, Jornal Nacional of Globo TV – that has the most expensive media break in the country.

We helped and increased the discussion about the huge amount of taxes in Brazil, not only regarding games, but in the Brazilian sales system as a whole.

Walmart | Apoio ao Jogo Justo (‘Fair Game’ Support)

04/12/2023 :: 6

Link: http://www.youtube.com/watch?v=7dul1zpJpWY

Background On the 9th of June, Google launched a

doodle in dedication of the guitarrist Les Paul – turning its logo to a playable guittar (users could use the mouse or the keyboard to play real musics).

It was onde of the most commented topics and stood almost the whole day in the Twitter World Trending Topics.

Insight Get a ride in the buzz and make people

produce songs using the doodle, talk and participate with the #Wguitar hashtag.

Solution Because we were just a few day before

Valentine’s, we asked people to develop love songs using the Google tool.

Also, as an incentive, the best love song played with the doodle was to award its creator with a prize – related to the subject: one Guitar Hero Warriors of Rock.

Walmart | #Wguitar

04/12/2023 :: 7

Results We started the contest at 19h40, got to

the Brazilian Trending Topics in 20 minutes and stood in that position for more than 2 hours.

We got such a repercussion that some people thought that the #Wguitar was the right name of the doodle.

Walmart | #Wguitar

04/12/2023 :: 8

Winner Tweet

Background

Problem Walmart was facing a strong problem

regarding costumer care in its channels Online Chat: 20 minutes minimum time to

get to talk to an attendant CC E-mail: 48h delay to receive an answer Phone Attendants: 7 minutes minimum

time to get to talk to somebody – 48h to get an answer

Walmart | Walmart Atende (Walmart Care)

04/12/2023 :: 9

Walmart | Walmart Atende (Walmart Care)

04/12/2023 :: 10

COMPLAINT WALMART’S FEEDBACK(4 hours later)

CLIENT ANSWER

PROBLEM SOLUTIONCLIENT’S THANKS

Costumer Care complete flow

04/12/2023 :: 11

One of the top complaint sites in Brazil• Before (JAN/2009): ranked as ‘not recommended’• Today: only retailer ranked as ´Good´

Main complaint site in Brazil• Befor (JAN/2009): ranked with the ‘Bronze’ stamp• Today: ranked with the ‘Blue Diamond’ stamp as the best answering

retailer

Twitter and Social Networks• Before (prior to 2009) was the online channel with the biggest amount of

costumer complaints• Today: the first retailer in Brazil to establish an online costumer care

through the social networks, guaranteeing to answer complaints in the same day they are made.

Walmart | Walmart Atende (Walmart Care)

Costumer Care evolution through Social Network

Results Walmart’s engagement was so huge that

consumers started to declare their proud and care with the brand. Fans now name themselves #Wgamers.

We won the ‘Blue Diamond’ prize for two years in a row, as the best e-commerce in Brazil – elected by our costumers.

Walmart | A Success Case

04/12/2023 :: 12

#Wgamer support ‘Blue Diamond” congrats

‘Blue Diamond” prize

04/12/2023 :: 13

Thank you!Obrigado!Gracias!Merci!Grazie!Arigatô!Vielen Dank!Terima Kasih!谢谢您 !Dhanyawad!