Case Study

How Sam's Club uses self-service to drive member experience and innovation

Sam's Club, an American chain of membership-only retail warehouse clubs, is a leader in rapid, customer-centric innovation. Long before 2020 demanded retailers worldwide accelerate their digital transformations, Sam's Club had its foot on the gas. From converting stores into distribution centers to launching contactless payments through its app, Sam's Club is known to be one of the most innovative retailers in America.

When the coronavirus changed the needs of shoppers overnight, Sam's Club knew it had to act fast to change the way it served its members. Through self-service experience features, like Medallia's Ask Now solution, Sam's Club is now able to engage members immediately to discover how they feel and what they need. 

Read the case study and find out how Sam's Club has been able to engage with customers in real-time to ensure guests are aware of safety precautions and changes in operations, receiving 3.7M survey responses since program start.