Customer Relationship Management

Answer the following case

Walmart is making it easier for at-risk shoppers to access groceries without ever having to enter a store By Hayley Peterson, April 14, 2020. Business Insider Walmart is giving at-risk shoppers special access to online grocery services, as demand for those services soars amid the coronavirus pandemic. The retailer is reserving a one-hour time slot for grocery pickup daily from 7 a.m. to 8 a.m. for first responders, people with disabilities, and people over the age of 60, as well as anyone designated as high-risk by the Centers for Disease Control and Prevention, the company said Tuesday. Amid widespread stay-at-home orders, many shoppers have complained that they can't order groceries online because few or no time slots are available for delivery or pickup. This is particularly problematic for at-risk populations and people with disabilities, some of whom may have relied on online grocery services before the pandemic. "Now more than ever, families are relying on our pickup service to help get quality, fresh groceries to their homes as safely as possible," Tom Ward, Walmart senior vice president of customer product, said in a statement. "These are extraordinary times, and we are constantly looking for ways we can help deliver that same peace of mind to all our customers, particularly those who are most at-risk." As part of the new policy, customers will now see a new prompt on Walmart's grocery website that displays the qualifications for selecting the slot listed as "At Risk Only" and allows those who are eligible to opt in. At-risk populations are free to shop during any other available time slots, as well. Do you agree that Walmart's grocery website is the only touchpoint where customer experience is provided to the shoppers? What has the company done to enhance the customer experience for the at-risk shoppers? Why should the company pay attention to customer complaints? Please recommend two social media that the company could use to build customer relationships in particular during this pandemic? Explain your answers