Distribution centers (DCs) 20 Mexico
11 Central America
Associates 193,902 Mexico
37,357 Central America
ENABLERS
We continue to invest heavily in enablers that allow us to execute our customer-centric strategy and propell us forward. Customer centricity continues to be our main focus, in order to improve experience and streamline the way we serve customers by using tecnhology and data to enhance our decision making, by leveraging our logistics infrastructure and by empowering our talent to execute.
CUSTOMER CENTRICITY
We put our customers at the heart of everything we do. We listen to them to understand their needs and offer them the best service. We focus on delighting them by serving them when and where they prefer to shop.
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We launched our Customer-Centric Culture Training Program
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We made progress in implementing the Customer Journey methodology
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We use various digital tools to monitor our customers’ shopping experiences
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We evolved the NPS measurement system to enhance the omnichannel customer and associate shopping experiences
TECHNOLOGY AND DATA
The constant transformation of our data-driven agile process guides our business decisions.
Our Technology and Systems Division providing omnichannel services to both internal and external customers has implemented a new model to improve internal connections and enhance external connectivity with our customers
LOGISTICS
One of our greatest competitive advantages is our logistics network. We were pioneers in investing in infrastructure in Mexico, and the efficiency of our network has been essential to our Every Day Low Price guarantee.
In addition to fulfilling their function of having products available to our customers shopping in person, our stores are being enabled as omnichannel distribution points.
Our supply chain is one of the main enablers of our long-term strategy offering a huge competitive advantage. We will continue to aggressively invest in it as our omnichannel business grows.
BEST TALENT
This has been a year full of challenges and changes that has challenged our associates; however, they have adapted and innovated to continue offering the best service to our customers when they need it most.
Implementing our business strategy has required a team with a growth mindset and new skills. Our associates have also faced the challenge of adapting to our customers’ changing needs.
Our associates have known how to respond with their unique talent, demonstrating high levels of professional commitment proving that challenges make us stronger
