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Sam's Club CXO On Redesigning The Membership Experience One Exit Arch At A Time · Omni Talk Retail

• 0:00
  Bonjour,
• 0:00
  and
• 0:00
  hello,
• 0:00
  this
• 0:01
  is
• 0:01
  Omnitalk
• 0:01
  Retail.
• 0:02
  I'm
• 0:02
  Chris
• 0:02
  Walton.
• 0:02
  And
• 0:02
  I'm
• 0:03
  Anne
• 0:03
  Mazinga.
• 0:03
  And
• 0:03
  we
• 0:04
  are
• 0:04
  coming
• 0:04
  to
• 0:04
  you
• 0:04
  live
• 0:05
  from
• 0:05
  the
• 0:05
  Fusion
• 0:05
  Group's
• 0:06
  podcast
• 0:06
  studio
• 0:07
  at
• 0:07
  NRF
• 0:08
  Europe
• 0:08
  in
• 0:08
  Paris.
• 0:09
  And
• 0:09
  joining
• 0:10
  us
• 0:10
  now,
• 0:10
  Anne,
• 0:11
  is
• 0:11
  Diana
• 0:11
  Marshall,
• 0:12
  the
• 0:12
  EVP
• 0:12
  and
• 0:12
  Chief
• 0:13
  Experience
• 0:13
  Officer
• 0:14
  at
• 0:14
  Sam's
• 0:14
  Club.
• 0:14
  Diana,
• 0:15
  welcome
• 0:16
  back
• 0:16
  to
• 0:16
  omnitalk.
• 0:17
  This
• 0:17
  is
• 0:17
  your
• 0:17
  second
• 0:17
  time
• 0:17
  with
• 0:18
  us,
• 0:18
  if
• 0:18
  I'm
• 0:18
  not
• 0:18
  mistaken.
• 0:19
  Yes.
• 0:19
  It's
• 0:19
  great
• 0:19
  to
• 0:19
  see
• 0:20
  you.
• 0:20
  Thanks
• 0:20
  for
• 0:20
  having
• 0:21
  me.
• 0:21
  Well,
• 0:21
  Diana,
• 0:22
  for
• 0:22
  those
• 0:22
  who
• 0:22
  might
• 0:23
  be
• 0:24
  listening
• 0:24
  to
• 0:24
  this
• 0:25
  interview
• 0:25
  with
• 0:25
  you
• 0:25
  for
• 0:25
  the
• 0:26
  very
• 0:26
  first
• 0:26
  time,
• 0:27
  if
• 0:27
  you
• 0:27
  don't
• 0:28
  mind
• 0:28
  just
• 0:28
  giving
• 0:29
  us
• 0:29
  a
• 0:29
  little
• 0:29
  bit
• 0:29
  of
• 0:30
  your
• 0:30
  background
• 0:30
  and
• 0:31
  your
• 0:31
  role
• 0:32
  at
• 0:32
  Sam's
• 0:32
  Club
• 0:33
  since
• 0:33
  the
• 0:33
  last
• 0:33
  time
• 0:33
  we
• 0:34
  talked
• 0:34
  to
• 0:34
  you.
• 0:35
  Yes.
• 0:35
  So
• 0:35
  I
• 0:36
  would
• 0:36
  say
• 0:36
  retail
• 0:36
  veteran,
• 0:37
  last
• 0:37
  20
• 0:38
  years,
• 0:38
  spent
• 0:39
  about
• 0:39
  18
• 0:40
  years
• 0:40
  on
• 0:40
  the
• 0:40
  Walmart
• 0:40
  US
• 0:41
  side
• 0:41
  in
• 0:41
  both
• 0:41
  merchandising
• 0:42
  as
• 0:42
  well
• 0:42
  as
• 0:43
  operations.
• 0:44
  And
• 0:44
  then
• 0:44
  I've
• 0:44
  actually
• 0:45
  been
• 0:45
  at
• 0:45
  Sam's
• 0:45
  Club
• 0:46
  for
• 0:46
  the
• 0:46
  last
• 0:46
  two
• 0:46
  and
• 0:46
  a
• 0:47
  half
• 0:47
  years
• 0:47
  and
• 0:47
  most
• 0:47
  recently
• 0:48
  get
• 0:48
  the
• 0:48
  chance
• 0:48
  to
• 0:49
  lead
• 0:49
  our
• 0:49
  experience
• 0:50
  team.
• 0:50
  So
• 0:51
  really
• 0:51
  excited
• 0:52
  about
• 0:52
  that.
• 0:52
  It
• 0:52
  includes
• 0:53
  membership,
• 0:53
  marketing,
• 0:54
  ads,
• 0:55
  our
• 0:55
  insights
• 0:56
  team,
• 0:56
  certainly,
• 0:57
  and
• 0:57
  our
• 0:58
  experience
• 0:58
  strategy
• 0:58
  team.
• 0:59
  So
• 0:59
  we're
• 0:59
  excited
• 0:59
  as
• 1:00
  we
• 1:00
  lean
• 1:00
  in
• 1:00
  and
• 1:00
  differentiate
• 1:01
  how
• 1:02
  we
• 1:02
  can
• 1:02
  really
• 1:02
  accelerate
• 1:03
  our
• 1:03
  business
• 1:04
  case.
• 1:05
  Yeah,
• 1:05
  so
• 1:05
  you
• 1:05
  see
• 1:05
  a
• 1:06
  really
• 1:06
  fun
• 1:06
  job.
• 1:06
  I
• 1:07
  mean,
• 1:07
  so
• 1:07
  speaking
• 1:08
  of
• 1:08
  fun,
• 1:08
  you
• 1:09
  had
• 1:09
  a
• 1:09
  big
• 1:09
  announcement
• 1:09
  last
• 1:10
  week.
• 1:10
  You
• 1:10
  basically
• 1:11
  redesigned
• 1:12
  your
• 1:12
  entire
• 1:12
  website
• 1:13
  and
• 1:13
  app
• 1:14
  experience.
• 1:15
  First
• 1:16
  question,
• 1:16
  why
• 1:17
  and
• 1:17
  what
• 1:17
  all
• 1:17
  went
• 1:18
  into
• 1:18
  it
• 1:18
  to
• 1:18
  make
• 1:18
  that
• 1:18
  happen.
• 1:19
  Yes.
• 1:20
  So
• 1:20
  we're
• 1:20
  really
• 1:20
  excited
• 1:21
  for
• 1:22
  this
• 1:22
  to
• 1:22
  launch
• 1:22
  and
• 1:23
  us
• 1:23
  to
• 1:23
  now
• 1:23
  be
• 1:23
  at
• 1:23
  100%
• 1:24
  certainly.
• 1:25
  I
• 1:25
  think
• 1:25
  a
• 1:25
  couple
• 1:25
  of
• 1:25
  things
• 1:26
  I
• 1:26
  would
• 1:26
  call
• 1:26
  out.
• 1:26
  One,
• 1:27
  everybody
• 1:27
  wants
• 1:28
  faster
• 1:28
  load
• 1:28
  time.
• 1:29
  Really
• 1:29
  important.
• 1:29
  That
• 1:30
  was
• 1:30
  something
• 1:30
  that
• 1:30
  we'd
• 1:30
  gotten
• 1:31
  feedback
• 1:31
  on.
• 1:31
  So
• 1:32
  we're
• 1:32
  happy
• 1:32
  that
• 1:32
  we
• 1:32
  solved
• 1:33
  a
• 1:33
  basic
• 1:33
  issue.
• 1:33
  Okay.
• 1:34
  Interesting.
• 1:35
  Also,
• 1:35
  secondly,
• 1:36
  we've
• 1:36
  got
• 1:36
  new
• 1:37
  capabilities
• 1:37
  from
• 1:37
  a
• 1:37
  personalization
• 1:38
  standpoint.
• 1:39
  Our
• 1:39
  product
• 1:39
  pages
• 1:39
  are
• 1:40
  able
• 1:40
  to
• 1:40
  have
• 1:40
  better
• 1:40
  images
• 1:41
  and
• 1:42
  it's
• 1:42
  really
• 1:42
  also
• 1:43
  led
• 1:43
  us
• 1:43
  to
• 1:43
  be
• 1:44
  able
• 1:44
  to
• 1:44
  highlight
• 1:44
  fulfillment
• 1:45
  that
• 1:45
  we're
• 1:45
  continuing
• 1:46
  to
• 1:46
  lean
• 1:46
  into
• 1:46
  in
• 1:46
  a
• 1:47
  bigger
• 1:47
  way.
• 1:48
  So
• 1:49
  our
• 1:49
  sister
• 1:50
  Walmart
• 1:50
  has
• 1:50
  made
• 1:51
  great
• 1:51
  progress
• 1:51
  in
• 1:52
  E
• 1:52
  commerce.
• 1:53
  It's
• 1:53
  not
• 1:53
  the
• 1:53
  big
• 1:53
  Brother,
• 1:54
  it's
• 1:54
  sister.
• 1:54
  Big
• 1:55
  brother,
• 1:55
  maybe
• 1:55
  I
• 1:55
  should
• 1:55
  say
• 1:55
  big
• 1:56
  bro
• 1:57
  Walmart.
• 1:58
  They
• 1:59
  have
• 1:59
  made
• 1:59
  great
• 1:59
  progress
• 1:59
  in
• 2:00
  E
• 2:00
  Comm.
• 2:00
  And
• 2:00
  so
• 2:00
  we're
• 2:01
  really
• 2:01
  excited
• 2:01
  that
• 2:01
  we're
• 2:01
  able
• 2:02
  to
• 2:02
  leverage
• 2:02
  some
• 2:02
  of
• 2:02
  what
• 2:03
  they've
• 2:03
  done
• 2:03
  and
• 2:04
  really
• 2:04
  bring
• 2:04
  it
• 2:04
  to
• 2:04
  Sam's
• 2:04
  Club.
• 2:05
  And
• 2:05
  it's
• 2:05
  a
• 2:05
  huge
• 2:05
  win
• 2:05
  for
• 2:06
  our
• 2:06
  members
• 2:06
  and
• 2:06
  more
• 2:06
  to
• 2:07
  come,
• 2:07
  certainly,
• 2:07
  as
• 2:08
  that's
• 2:08
  sort
• 2:08
  of
• 2:09
  milestone
• 2:09
  one
• 2:09
  and
• 2:10
  you
• 2:10
  should
• 2:10
  expect
• 2:10
  to
• 2:11
  continue
• 2:11
  to
• 2:11
  see
• 2:11
  us
• 2:11
  lean
• 2:12
  in
• 2:12
  and
• 2:12
  continue
• 2:12
  to
• 2:12
  improve
• 2:13
  the
• 2:13
  Experience.
• 2:14
  Well,
• 2:14
  in
• 2:14
  addition
• 2:14
  to
• 2:15
  the
• 2:15
  app
• 2:16
  and
• 2:17
  site
• 2:17
  updates,
• 2:19
  you're
• 2:19
  also
• 2:20
  having
• 2:20
  Sam's
• 2:21
  Club
• 2:21
  members
• 2:21
  use
• 2:22
  their
• 2:22
  mobile
• 2:22
  devices
• 2:23
  for
• 2:23
  Scan
• 2:23
  and
• 2:23
  Go.
• 2:24
  And
• 2:24
  in
• 2:24
  the
• 2:24
  stores,
• 2:26
  you've
• 2:26
  eliminated
• 2:27
  checkout
• 2:27
  lanes.
• 2:28
  So
• 2:28
  they
• 2:28
  can
• 2:28
  just
• 2:28
  walk
• 2:28
  right
• 2:29
  through
• 2:29
  a
• 2:29
  big
• 2:30
  arch
• 2:30
  and
• 2:31
  everything's
• 2:31
  done
• 2:32
  and
• 2:32
  taken
• 2:32
  care
• 2:32
  of
• 2:32
  for
• 2:33
  them.
• 2:33
  Maybe
• 2:33
  explain
• 2:34
  a
• 2:34
  little
• 2:34
  bit
• 2:34
  about
• 2:35
  what
• 2:35
  that's
• 2:36
  looking
• 2:36
  like
• 2:36
  now
• 2:37
  since
• 2:37
  it's
• 2:37
  been
• 2:37
  out
• 2:38
  in
• 2:38
  the
• 2:38
  world
• 2:39
  among
• 2:39
  members
• 2:40
  right
• 2:40
  now.
• 2:40
  Tell
• 2:40
  our
• 2:41
  audience
• 2:41
  a
• 2:41
  little
• 2:41
  bit
• 2:41
  about
• 2:41
  that,
• 2:42
  Diana.
• 2:42
  So,
• 2:42
  you
• 2:43
  know,
• 2:43
  we
• 2:43
  launched
• 2:43
  Scan
• 2:43
  and
• 2:44
  Go
• 2:44
  years
• 2:44
  ago
• 2:44
  based
• 2:44
  on
• 2:45
  feedback
• 2:45
  from
• 2:45
  our
• 2:45
  members.
• 2:46
  And
• 2:46
  one
• 2:46
  thing
• 2:46
  that
• 2:46
  we
• 2:46
  do
• 2:47
  really
• 2:47
  well
• 2:47
  at
• 2:47
  Sam's
• 2:48
  Club
• 2:48
  is
• 2:48
  listening.
• 2:49
  And
• 2:49
  we
• 2:49
  listen
• 2:50
  to
• 2:50
  feedback,
• 2:50
  and
• 2:50
  then
• 2:50
  we
• 2:51
  work
• 2:51
  to
• 2:51
  solve
• 2:51
  the
• 2:51
  problems
• 2:52
  and
• 2:52
  make
• 2:52
  it
• 2:52
  easier
• 2:52
  and
• 2:53
  more
• 2:53
  effortless
• 2:53
  and.
• 2:54
  Or
• 2:54
  effortless
• 2:55
  to
• 2:55
  shop
• 2:55
  with
• 2:55
  us.
• 2:56
  And
• 2:56
  so
• 2:57
  Scan
• 2:57
  and
• 2:57
  Go's
• 2:57
  launched.
• 2:58
  And
• 2:58
  then
• 2:58
  actually
• 2:59
  we
• 2:59
  had
• 2:59
  an
• 2:59
  idea
• 3:00
  of
• 3:00
  feedback
• 3:01
  we
• 3:01
  got
• 3:01
  was,
• 3:01
  well,
• 3:01
  we're
• 3:02
  still
• 3:02
  doing
• 3:02
  receipt
• 3:02
  checks,
• 3:03
  so
• 3:03
  can
• 3:03
  we
• 3:03
  solve
• 3:03
  that
• 3:04
  problem?
• 3:04
  So
• 3:04
  we
• 3:05
  rolled
• 3:05
  out,
• 3:05
  in
• 3:05
  less
• 3:05
  than
• 3:05
  a
• 3:06
  year,
• 3:06
  these
• 3:06
  exit
• 3:07
  arches,
• 3:07
  and
• 3:07
  now
• 3:08
  they've
• 3:08
  been
• 3:08
  live
• 3:08
  all
• 3:09
  year,
• 3:09
  this
• 3:09
  year
• 3:10
  in
• 3:10
  the
• 3:10
  entire
• 3:10
  chain.
• 3:11
  And
• 3:11
  it's
• 3:11
  really
• 3:12
  exciting
• 3:12
  to
• 3:12
  see.
• 3:12
  We
• 3:12
  continue
• 3:13
  to
• 3:13
  see
• 3:13
  our
• 3:13
  member
• 3:13
  experience
• 3:14
  go
• 3:14
  up,
• 3:14
  our
• 3:15
  scores
• 3:15
  go
• 3:15
  up.
• 3:16
  We're
• 3:16
  continuing.
• 3:17
  Computer
• 3:17
  vision
• 3:18
  continues
• 3:18
  to
• 3:18
  improve.
• 3:18
  So
• 3:19
  our
• 3:19
  accuracy
• 3:20
  being
• 3:20
  able
• 3:20
  to
• 3:20
  check
• 3:21
  is
• 3:21
  really
• 3:22
  accelerating.
• 3:22
  And
• 3:22
  really
• 3:23
  proud
• 3:23
  of
• 3:23
  the
• 3:23
  team
• 3:23
  for
• 3:24
  the
• 3:24
  speed
• 3:24
  that
• 3:24
  we've
• 3:24
  done
• 3:25
  this,
• 3:25
  but
• 3:25
  also
• 3:25
  the
• 3:25
  continuous
• 3:26
  improvement
• 3:26
  that
• 3:26
  we're
• 3:27
  seeing
• 3:27
  this
• 3:27
  year.
• 3:27
  So
• 3:27
  walk
• 3:28
  us
• 3:28
  through
• 3:28
  that.
• 3:28
  So
• 3:29
  I'm
• 3:29
  going
• 3:29
  through
• 3:30
  the
• 3:30
  store,
• 3:31
  I'm
• 3:31
  getting
• 3:31
  my
• 3:31
  things,
• 3:32
  scanning
• 3:32
  them
• 3:32
  as
• 3:32
  I
• 3:33
  put
• 3:33
  them
• 3:33
  into
• 3:33
  my
• 3:33
  cart,
• 3:34
  and
• 3:34
  then
• 3:35
  I
• 3:35
  hit
• 3:36
  checkout
• 3:36
  right
• 3:37
  there.
• 3:37
  And
• 3:37
  then,
• 3:38
  like,
• 3:38
  how
• 3:38
  big
• 3:38
  are
• 3:38
  the
• 3:39
  arches?
• 3:39
  Like,
• 3:39
  give
• 3:40
  me
• 3:40
  a
• 3:40
  sense
• 3:40
  of
• 3:40
  pushing.
• 3:41
  How
• 3:41
  many
• 3:41
  carts,
• 3:42
  wide
• 3:42
  carts,
• 3:43
  can
• 3:43
  we
• 3:43
  push
• 3:43
  through
• 3:43
  those?
• 3:44
  Quite
• 3:44
  a
• 3:44
  few,
• 3:44
  actually.
• 3:45
  Really?
• 3:45
  There's
• 3:46
  usually
• 3:46
  two
• 3:46
  lanes
• 3:47
  in
• 3:47
  every
• 3:47
  arch.
• 3:47
  So
• 3:48
  if
• 3:48
  you
• 3:48
  check
• 3:48
  out
• 3:48
  two
• 3:49
  lanes
• 3:49
  in
• 3:49
  every
• 3:49
  arch.
• 3:49
  Yes.
• 3:50
  Wow.
• 3:51
  Cancel
• 3:51
  Christmas
• 3:52
  Club.
• 3:52
  Right.
• 3:54
  So
• 3:54
  you're
• 3:54
  using
• 3:54
  Scan
• 3:55
  and
• 3:55
  Go
• 3:55
  on
• 3:55
  your
• 3:55
  phone,
• 3:55
  you
• 3:55
  check
• 3:56
  out,
• 3:56
  and
• 3:56
  then
• 3:56
  simply
• 3:57
  you
• 3:57
  just
• 3:57
  walk
• 3:58
  out.
• 3:58
  But
• 3:58
  actually,
• 3:58
  even
• 3:59
  if
• 3:59
  you
• 3:59
  check
• 3:59
  out
• 3:59
  at
• 3:59
  a
• 3:59
  register,
• 4:00
  you
• 4:00
  can
• 4:00
  also
• 4:00
  just
• 4:00
  walk
• 4:01
  out.
• 4:01
  The
• 4:01
  computer
• 4:02
  vision
• 4:02
  is
• 4:02
  able
• 4:02
  to
• 4:03
  leverage
• 4:04
  and
• 4:04
  be
• 4:04
  able
• 4:04
  to
• 4:04
  verify.
• 4:06
  Just
• 4:06
  don't
• 4:06
  have
• 4:06
  to
• 4:06
  receipt
• 4:07
  check
• 4:07
  anymore.
• 4:07
  That's
• 4:08
  basically
• 4:08
  the
• 4:08
  idea.
• 4:08
  The
• 4:08
  easiest
• 4:09
  way
• 4:09
  is
• 4:09
  certainly
• 4:09
  to
• 4:10
  use
• 4:10
  Scan
• 4:10
  and
• 4:10
  Go.
• 4:10
  Yeah.
• 4:11
  And
• 4:11
  we
• 4:11
  know
• 4:11
  our
• 4:11
  members
• 4:11
  love
• 4:11
  it
• 4:12
  and
• 4:12
  continue
• 4:12
  to
• 4:12
  see
• 4:12
  that
• 4:12
  grow.
• 4:13
  But
• 4:13
  you
• 4:13
  can
• 4:13
  actually
• 4:14
  get
• 4:14
  the
• 4:14
  benefits
• 4:14
  of
• 4:14
  the
• 4:15
  arches
• 4:15
  both
• 4:15
  ways.
• 4:16
  I
• 4:16
  didn't
• 4:16
  realize
• 4:16
  that.
• 4:17
  Okay.
• 4:17
  You
• 4:17
  get
• 4:17
  the
• 4:17
  benefit
• 4:18
  of
• 4:18
  the
• 4:18
  arches
• 4:18
  both
• 4:18
  ways.
• 4:19
  Have
• 4:20
  you
• 4:20
  experienced
• 4:20
  it
• 4:20
  yourself?
• 4:21
  I
• 4:21
  have
• 4:21
  not
• 4:21
  yet,
• 4:21
  no.
• 4:23
  We
• 4:23
  can
• 4:23
  make
• 4:23
  this
• 4:23
  happen
• 4:23
  soon.
• 4:23
  Yeah.
• 4:23
  We
• 4:24
  are
• 4:24
  going
• 4:24
  to
• 4:24
  make
• 4:24
  it
• 4:24
  happen
• 4:24
  soon,
• 4:25
  actually,
• 4:25
  Diana.
• 4:25
  Very
• 4:26
  much
• 4:26
  so.
• 4:26
  And
• 4:26
  is
• 4:26
  that
• 4:27
  the
• 4:27
  official
• 4:27
  term,
• 4:27
  the
• 4:28
  exit
• 4:28
  arch?
• 4:28
  Is
• 4:28
  that
• 4:28
  what
• 4:29
  we're
• 4:29
  calling
• 4:29
  it?
• 4:29
  Well,
• 4:30
  that
• 4:31
  is
• 4:31
  what
• 4:31
  we
• 4:31
  have
• 4:31
  named
• 4:31
  it
• 4:32
  internally,
• 4:32
  but
• 4:32
  most
• 4:33
  members
• 4:33
  just
• 4:33
  recognize
• 4:34
  it
• 4:34
  as
• 4:34
  they're
• 4:34
  walking
• 4:35
  out
• 4:35
  and
• 4:35
  exiting
• 4:35
  the
• 4:36
  building.
• 4:36
  So
• 4:37
  it's.
• 4:37
  They
• 4:37
  don't
• 4:38
  know
• 4:38
  any
• 4:38
  different.
• 4:38
  No.
• 4:38
  Yeah,
• 4:39
  right.
• 4:39
  Okay.
• 4:39
  So
• 4:40
  one
• 4:40
  of
• 4:40
  the
• 4:40
  other
• 4:40
  things
• 4:40
  we've
• 4:41
  noticed,
• 4:41
  man,
• 4:41
  you
• 4:41
  guys
• 4:42
  are
• 4:42
  just
• 4:42
  like
• 4:42
  a
• 4:42
  font
• 4:43
  of
• 4:43
  innovation.
• 4:43
  Like
• 4:44
  you've
• 4:44
  got
• 4:44
  the
• 4:44
  web
• 4:44
  design,
• 4:45
  you've
• 4:45
  got
• 4:45
  the
• 4:45
  exit
• 4:46
  arches.
• 4:46
  Because
• 4:46
  the
• 4:47
  other
• 4:47
  thing
• 4:47
  we've
• 4:47
  noticed,
• 4:47
  your
• 4:48
  two
• 4:48
  newest
• 4:48
  stores,
• 4:49
  one
• 4:49
  in
• 4:49
  Texas
• 4:49
  and
• 4:50
  one
• 4:50
  in
• 4:50
  my
• 4:50
  hometown
• 4:50
  of
• 4:51
  Tempe.
• 4:51
  So
• 4:51
  maybe
• 4:52
  when
• 4:52
  I'm
• 4:52
  there
• 4:52
  for
• 4:52
  the
• 4:52
  holidays,
• 4:53
  I'll
• 4:53
  check
• 4:53
  it
• 4:53
  out.
• 4:53
  But
• 4:54
  they've
• 4:54
  got
• 4:55
  much
• 4:55
  bigger
• 4:55
  back
• 4:55
  rooms.
• 4:55
  They're
• 4:56
  like
• 4:56
  six
• 4:56
  to
• 4:57
  seven
• 4:57
  times,
• 4:57
  if
• 4:58
  I'm
• 4:58
  not
• 4:58
  mistaken,
• 4:58
  larger
• 4:59
  than
• 4:59
  your
• 4:59
  typical
• 5:00
  back
• 5:00
  room
• 5:00
  in
• 5:00
  your
• 5:00
  average
• 5:01
  Sam's
• 5:01
  club
• 5:01
  store.
• 5:02
  Why
• 5:02
  is
• 5:03
  that?
• 5:03
  What's
• 5:03
  the
• 5:03
  rationale
• 5:04
  there?
• 5:04
  Yes.
• 5:05
  So,
• 5:05
  you
• 5:05
  know,
• 5:05
  we
• 5:06
  actually
• 5:06
  launched
• 5:06
  curbside
• 5:07
  pickup
• 5:07
  back
• 5:08
  in
• 5:08
  Covid,
• 5:08
  like
• 5:08
  many
• 5:09
  other
• 5:09
  retailers,
• 5:10
  and
• 5:10
  in
• 5:10
  many
• 5:10
  cases
• 5:11
  we
• 5:11
  just
• 5:11
  found
• 5:11
  room
• 5:12
  in
• 5:12
  the
• 5:12
  club
• 5:12
  and
• 5:13
  put
• 5:13
  it
• 5:13
  in
• 5:14
  and
• 5:14
  we
• 5:14
  sort
• 5:14
  of
• 5:15
  rearranged
• 5:15
  the
• 5:15
  floor,
• 5:16
  but
• 5:16
  we
• 5:16
  didn't
• 5:16
  actually
• 5:16
  put
• 5:17
  any
• 5:17
  proper
• 5:17
  space
• 5:17
  for
• 5:18
  it.
• 5:18
  So
• 5:18
  as
• 5:18
  we're
• 5:18
  building
• 5:18
  these
• 5:19
  new
• 5:19
  clubs,
• 5:19
  we're
• 5:19
  continuing
• 5:20
  to
• 5:20
  lean
• 5:20
  into
• 5:20
  convenience.
• 5:21
  We
• 5:21
  have
• 5:22
  express
• 5:22
  delivery,
• 5:23
  we
• 5:23
  have
• 5:23
  curbside
• 5:23
  pickup.
• 5:24
  And
• 5:24
  actually
• 5:24
  you
• 5:25
  saw
• 5:25
  pretty
• 5:25
  significant
• 5:26
  growth.
• 5:26
  E
• 5:27
  commerce
• 5:27
  is
• 5:27
  18%
• 5:28
  of
• 5:28
  our
• 5:28
  business
• 5:28
  now
• 5:29
  and
• 5:29
  definitely
• 5:29
  driving
• 5:30
  large
• 5:30
  portions
• 5:31
  of
• 5:31
  our
• 5:31
  growth
• 5:31
  moving
• 5:31
  forward.
• 5:32
  So
• 5:32
  really,
• 5:33
  these
• 5:33
  new
• 5:33
  clubs
• 5:34
  and
• 5:34
  remodels,
• 5:35
  we're
• 5:35
  just
• 5:35
  making
• 5:36
  sure
• 5:36
  that
• 5:36
  we
• 5:36
  build
• 5:36
  the
• 5:36
  proper
• 5:37
  space
• 5:37
  to
• 5:37
  be
• 5:37
  able
• 5:37
  to
• 5:37
  serve
• 5:38
  our
• 5:38
  fastest
• 5:38
  growing
• 5:39
  opportunity
• 5:40
  for
• 5:40
  our
• 5:40
  members
• 5:40
  in
• 5:41
  a
• 5:41
  better
• 5:41
  way
• 5:41
  and
• 5:42
  keep
• 5:42
  it
• 5:42
  off
• 5:42
  the
• 5:42
  floor.
• 5:43
  So
• 5:43
  it's
• 5:43
  not
• 5:43
  something
• 5:43
  you
• 5:44
  have
• 5:44
  to
• 5:44
  look
• 5:44
  at
• 5:44
  as
• 5:44
  well.
• 5:44
  Yeah,
• 5:45
  that's
• 5:45
  awesome.
• 5:46
  Well,
• 5:47
  Diana,
• 5:47
  let's
• 5:48
  close
• 5:48
  things
• 5:48
  out
• 5:50
  with
• 5:50
  a
• 5:50
  question
• 5:50
  about
• 5:51
  the
• 5:51
  upcoming
• 5:52
  holiday
• 5:53
  season.
• 5:54
  I
• 5:54
  remember
• 5:54
  talking
• 5:55
  to
• 5:55
  Chris
• 5:55
  Nicholas.
• 5:55
  Not
• 5:56
  too
• 5:56
  long.
• 5:56
  That's
• 5:56
  right.
• 5:56
  Remember
• 5:57
  that?
• 5:57
  He
• 5:57
  was
• 5:57
  telling
• 5:58
  us
• 5:58
  about,
• 5:58
  like
• 5:59
  all
• 5:59
  kinds
• 5:59
  of
• 5:59
  crazy
• 6:00
  light
• 6:00
  up
• 6:01
  trees
• 6:01
  and
• 6:01
  lawn
• 6:02
  displays
• 6:03
  and
• 6:03
  like,
• 6:03
  I
• 6:03
  think
• 6:03
  I
• 6:03
  could
• 6:04
  have
• 6:04
  the
• 6:04
  ice
• 6:04
  palace
• 6:05
  in
• 6:05
  my
• 6:05
  front
• 6:05
  yard.
• 6:06
  What
• 6:07
  are
• 6:07
  you
• 6:07
  most
• 6:08
  excited
• 6:08
  about
• 6:08
  as.
• 6:09
  You
• 6:09
  head
• 6:09
  into
• 6:09
  the
• 6:09
  holidays?
• 6:11
  And
• 6:11
  what
• 6:11
  can
• 6:11
  members
• 6:12
  expect
• 6:12
  from
• 6:12
  Sam's
• 6:13
  club
• 6:13
  this
• 6:13
  holiday
• 6:13
  season?
• 6:14
  You
• 6:15
  know,
• 6:15
  the
• 6:15
  thing
• 6:15
  I
• 6:15
  love
• 6:16
  the
• 6:16
  most
• 6:16
  in
• 6:17
  retail
• 6:17
  is
• 6:17
  the
• 6:17
  holiday
• 6:18
  season.
• 6:19
  And
• 6:19
  I
• 6:19
  think
• 6:19
  at
• 6:19
  Sam's
• 6:19
  Club
• 6:20
  this
• 6:20
  year.
• 6:20
  Yes,
• 6:20
  we
• 6:21
  will
• 6:21
  have
• 6:21
  the
• 6:21
  best
• 6:21
  Thanksgiving
• 6:22
  meal.
• 6:24
  Oh,
• 6:24
  that's
• 6:24
  right.
• 6:24
  He
• 6:24
  talked
• 6:25
  about
• 6:25
  that
• 6:25
  too.
• 6:25
  Yes.
• 6:26
  And
• 6:27
  we
• 6:27
  will
• 6:27
  also
• 6:27
  have
• 6:27
  the
• 6:28
  best
• 6:28
  gifts.
• 6:28
  And
• 6:28
  we're
• 6:29
  really
• 6:29
  excited
• 6:29
  about
• 6:29
  our
• 6:30
  new
• 6:30
  holiday
• 6:30
  campaign
• 6:30
  this
• 6:31
  year.
• 6:31
  We'll
• 6:31
  have
• 6:31
  somebody
• 6:32
  fun
• 6:32
  to
• 6:32
  kick
• 6:33
  us
• 6:33
  off
• 6:33
  as
• 6:33
  we
• 6:34
  get
• 6:34
  into
• 6:34
  the
• 6:34
  holiday
• 6:34
  season.
• 6:35
  Is
• 6:35
  it
• 6:35
  you?
• 6:35
  It's
• 6:36
  not
• 6:36
  me.
• 6:36
  Somebody
• 6:36
  fun?
• 6:37
  No,
• 6:37
  it's
• 6:37
  definitely
• 6:38
  not
• 6:38
  me.
• 6:40
  But
• 6:40
  I
• 6:40
  can
• 6:40
  tell
• 6:40
  you
• 6:41
  there
• 6:41
  are
• 6:41
  great
• 6:41
  items
• 6:42
  to
• 6:42
  be
• 6:42
  had.
• 6:42
  You
• 6:42
  know,
• 6:42
  we
• 6:43
  are
• 6:43
  an
• 6:43
  item
• 6:43
  business
• 6:43
  at
• 6:43
  Siem's
• 6:44
  Club.
• 6:44
  And
• 6:44
  whether
• 6:45
  it's
• 6:45
  a
• 6:45
  smart
• 6:46
  hoop
• 6:46
  that
• 6:46
  is
• 6:46
  definitely
• 6:47
  going
• 6:47
  to
• 6:47
  be
• 6:47
  on
• 6:47
  my
• 6:48
  boys
• 6:48
  checklist
• 6:48
  in
• 6:49
  the
• 6:49
  Marshall
• 6:49
  household
• 6:50
  or
• 6:50
  there
• 6:51
  are
• 6:52
  travel
• 6:52
  options
• 6:52
  for
• 6:53
  those
• 6:53
  that
• 6:53
  are
• 6:53
  looking
• 6:54
  to
• 6:54
  travel
• 6:54
  but
• 6:54
  want
• 6:55
  to
• 6:55
  save
• 6:55
  money.
• 6:55
  We've
• 6:55
  got
• 6:55
  some
• 6:56
  great
• 6:56
  deals
• 6:56
  like
• 6:56
  travel
• 6:57
  packages.
• 6:57
  Travel
• 6:58
  packages.
• 6:58
  That's
• 6:59
  right.
• 6:59
  That
• 6:59
  sounds
• 7:00
  like
• 7:00
  your
• 7:00
  sweet
• 7:00
  spot,
• 7:00
  Ann.
• 7:01
  So
• 7:02
  there's
• 7:02
  a
• 7:02
  lot
• 7:03
  of
• 7:03
  new
• 7:04
  coming
• 7:04
  soon
• 7:04
  and
• 7:04
  we're
• 7:04
  excited.
• 7:05
  We'll
• 7:05
  have
• 7:05
  maybe
• 7:06
  a
• 7:06
  little
• 7:06
  gift
• 7:06
  guide
• 7:06
  to
• 7:07
  drive
• 7:07
  a
• 7:07
  little
• 7:07
  inspiration
• 7:08
  as
• 7:08
  well.
• 7:08
  So
• 7:09
  more
• 7:09
  to
• 7:09
  come
• 7:10
  from
• 7:10
  Sam's
• 7:10
  Club
• 7:10
  this
• 7:10
  year
• 7:11
  as
• 7:11
  we
• 7:11
  think
• 7:11
  about
• 7:11
  the
• 7:11
  holiday
• 7:12
  season.
• 7:12
  Yeah.
• 7:12
  My
• 7:13
  hunch
• 7:13
  is
• 7:13
  you're
• 7:13
  going
• 7:13
  to
• 7:13
  have
• 7:13
  multiple
• 7:14
  things
• 7:14
  to
• 7:14
  talk
• 7:14
  about,
• 7:15
  as
• 7:15
  you
• 7:15
  always
• 7:15
  do,
• 7:15
  because
• 7:16
  you
• 7:16
  are
• 7:16
  definitely
• 7:16
  the
• 7:17
  most
• 7:17
  innovative
• 7:17
  retailer
• 7:18
  in
• 7:18
  America,
• 7:18
  at
• 7:18
  least
• 7:18
  in
• 7:19
  our
• 7:19
  opinion.
• 7:19
  So
• 7:20
  we
• 7:20
  appreciate
• 7:20
  that
• 7:21
  opinion.
• 7:21
  Yeah.
• 7:21
  Thank
• 7:21
  you
• 7:22
  very
• 7:22
  much.
• 7:22
  I
• 7:22
  would
• 7:22
  hope
• 7:23
  so.
• 7:23
  We
• 7:23
  started
• 7:23
  as
• 7:24
  an
• 7:24
  experiment
• 7:24
  in
• 7:24
  1983.
• 7:25
  We're
• 7:25
  glad
• 7:25
  to
• 7:26
  keep
• 7:26
  it
• 7:26
  going.
• 7:26
  You're
• 7:27
  doing
• 7:27
  a
• 7:27
  great
• 7:27
  job.
• 7:27
  You're
• 7:28
  doing
• 7:28
  a
• 7:28
  great
• 7:28
  job.
• 7:28
  Well,
• 7:28
  thank
• 7:29
  you,
• 7:29
  Diana.
• 7:29
  It's
• 7:30
  great
• 7:30
  to
• 7:30
  see
• 7:30
  you
• 7:30
  again.
• 7:31
  You're
• 7:31
  about
• 7:31
  to
• 7:31
  go
• 7:31
  on
• 7:31
  stage
• 7:32
  here
• 7:32
  at
• 7:32
  NRF
• 7:32
  Europe
• 7:33
  too,
• 7:33
  right?
• 7:33
  In
• 7:33
  like,
• 7:33
  what,
• 7:34
  40
• 7:34
  minutes
• 7:35
  or
• 7:35
  something?
• 7:35
  I
• 7:35
  think
• 7:35
  so,
• 7:35
  yeah.
• 7:36
  Wow.
• 7:36
  So
• 7:36
  it's
• 7:37
  great
• 7:37
  to
• 7:37
  see
• 7:37
  you
• 7:37
  both
• 7:37
  again,
• 7:37
  too.
• 7:38
  Yes.
• 7:38
  Thanks,
• 7:39
  Diana.
• 7:39
  Well,
• 7:39
  break
• 7:40
  a
• 7:40
  leg
• 7:40
  on
• 7:40
  stage
• 7:40
  as
• 7:41
  well.
• 7:41
  And
• 7:41
  yeah,
• 7:42
  Ann,
• 7:42
  let's
• 7:42
  sign
• 7:42
  us
• 7:42
  off
• 7:43
  here.
• 7:43
  Until
• 7:44
  next
• 7:44
  time.
• 7:44
  Be
• 7:44
  careful
• 7:45
  out
• 7:45
  there.