loyalty on which stores and strategies they liked best and that, more often than not, Wal-Mart was winning the retail election. But could a combination of relatively simple strategies really guide the company to become the biggest, most powerful brand in the world? In their desire to figure out what set Wal-Mart apart, few analysts recognized that the Wal-Mart difference was in its sameness. Like McDonalds in its early years, consistency played a key role both in   Wal-Marts international success and in its adoption into the Ameri- can culture. If a trip to Wal-Mart is like going to a KISS concert, then the mix of having what customers want at the price they want to pay is the makeup and the Wal-Mart greeter is the magic. From day one, Sam Waltons vision was to give customers a consistent shopping experi- ence and the best possible prices. In the early days, the combination of friendly service, casual conversation with other customers, and low prices left customers smiling and delighted. Although achieving that personal emotional connection became more difficult as the retail chain morphed to megasize, the basics of creating a positive in-store experience remained the same. Overall customer satisfaction depends on how well the store performs on a host of simple tactics, from clean restrooms and organized stores to signage that is simple and easy to understand. Wal-Marts success stems from mastering the mundane, the importance of which many stores still underestimate. Beyond the mundane, however, is the magic of Wal-Mart-its people. As Sam Walton used to say, "Customers are more important than stock." The company understands that every interaction with a customer affects his or her satisfaction with the overall shopping experience. Therefore, management preaches friendly, competent service-to provide accurate answers to customers questions, find additional help if necessary, and make the in-store experience posi- tive for the customer. Wal-Mart implemented the "10-foot rule," which prompts employees to greet each customer within 10 feet, offer to help them, and take them to the products for which they are looking. And then theres the Wal-Mart greeter-the likable person sta- tioned inside the front door who gives you a cart, a smile, a friendly word, and occasionally a hug (at least thats what happens on the commercials). Held over from the earliest days of Wal-Mart, the greeter is an ambassador of the Wal-Mart philosophy and culture and a little bit of magic in a sea of hectic moments. As the company continues to expand, hiring the best people and training them in the Wal-Mart way is challenging. And while failures in the employee- training system may be inevitable, speed in correcting problems is