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Unlikely Switch

Interesting that the editors and such are treating Walmart Plus like its its a walkaway and Prime is yesterday's news already. Its like the 15 year head-start does not matter and the perfection of the machinery that has been achieved over that time is also a super-trivial thing to replicate. It's great that consumers will have more choice but the celebration maybe a bit premature. The CR article on the topic is a bit more balanced. As a consumer equally familiar with both stores, what clearly stands out for me is the quality of customer service. 

When in a Wal-mart store looking for something, the chances that an associate can point you in the right direction is about 50%, the fact that they will care enough to do so is also 50%. So as a customer, your odds are not that hot. I expect that quality of care will manifest itself in the Plus world as well - culture does not magically change just because a digital version of the product was launched. Customer experience with Prime has been nothing but great. Just that will make the decision to switch unlikely for many like me. 

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