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40: Why Sam's Club Is Investing in This and You Should Too

Building Margin

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Creating a Seamless Customer Experience: Lessons from Sam's Club

This chapter discusses the importance of a seamless journey and personalized value in driving loyalty and reducing churn at Sam's Club, where customers can skip the checkout line by paying on the app and walking out of the store. It contrasts this with other businesses that have long lines and archaic processes, emphasizing the need for companies to invest in technology and improve the customer experience.

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