沃尔玛和麦当劳正在效仿福来鸡的成功策略

 Walmart and McDonald's, two of the biggest and oldest brands in the US, have for years faced widespread complaints about poor customer service.

近年来，顾客们普遍抱怨美国两个最大最老品牌沃尔玛和麦当劳的顾客服务差。

Now both companies are investing billions of dollars in wage increases and training for their workers, following in the footsteps of companies like Chick-fil-A, and they are already seeing positive results.

现在，这两家公司纷纷向福来鸡这样的公司学习，投资数十亿美元来提高员工工资，加强员工培训。目前这些措施已经取得了积极的效果。

Walmart last year committed to investing $2.7 billion over two years in wage increases, scheduling improvements, and employee training. The move is improving widespread issues in stores, such as empty shelves and cleanliness, executives said.

去年，沃尔玛承诺在未来两年内投资27亿美元，这笔巨款将用于提高工资，改进调度，培训员工。沃尔玛的主管表示，这一举措正在解决一些普遍存在的问题，比如空货架和清洁问题。

沃尔玛和麦当劳正在效仿福来鸡的成功策略

The company is even seeing sales and traffic improvements, which it said were driven in part by the investments in labor². In the most recent quarter, Walmart's US same-store sales rose 1%, driven by a 1.5% increase in traffic.

沃尔玛的销量和人流量也有所增加，这部分是由于投资劳动力所致。上季度，美国沃尔玛店面的人流量增加1.5%，销量也随之增加1%。

The changes aren't going unnoticed by customers.

消费者们也注意到了这些变化。

"Our customers continue to tell us they are happy with the changes we're making in our stores, as evidenced by our customer-experience scores, which rose again this quarter versus³ last year," said Brett Biggs, executive vice¹ president and chief financial officer of Walmart stores, on a call with analysts⁴.

沃尔玛的执行副总裁和首席财务官布雷特·比格斯在电话中告诉分析人员：“顾客们表示，他们很高兴看到沃尔玛的这些变化。与去年相比，本季度的顾客体验指数有所上升。”

McDonald's has also been investing in its workers.

麦当劳也同样加强了对员工的投资。

The fast-food chain lifted its average hourly wage from $9.01 to $9.90 last July, and will raise it further to exceed $10 by the end of this year. McDonald's also started allowing workers to earn up to five days of paid vacation every yea.

去年7月份，这家快餐连锁店的员工的时薪由9.01美元提高至9.90美元，今年年底将超过10美元。另外，麦当劳开始允许员工每年享受5天的带薪休假。

The training and wage investments have had a significant impact on customer service, according to McDonald's CEO Steve Easterbrook.

麦当劳的首席执行官史蒂夫·伊斯特布鲁克表示，员工培训和员工投资对顾客服务产生了巨大的影响。

He said the changes "have resulted in lower crew turnover⁵ and higher customer-satisfaction scores and we are gaining share relative to the fast-food sandwich segment."

他说：“这些变化降低了员工的离职率，提高了客户满意度。在快餐中的三明治领域，我们获得了更多的市场份额。”

Customer-satisfaction scores were up 6% in the first quarter, compared to the same period last year, he said.

他表示，第一季度的客户满意度比去年同比增长了6%。

1 vice   

n.坏事；恶习；[pl.]台钳，老虎钳；adj.副的

参考例句：

• He guarded himself against vice.他避免染上坏习惯。
• They are sunk in the depth of vice.他们堕入了罪恶的深渊。

2 labor   

n.劳动，努力，工作，劳工；分娩；vi.劳动，努力，苦干；vt.详细分析；麻烦

参考例句：

• We are never late in satisfying him for his labor.我们从不延误付给他劳动报酬。
• He was completely spent after two weeks of hard labor.艰苦劳动两周后，他已经疲惫不堪了。

3 versus   

prep.以…为对手，对；与…相比之下

参考例句：

• The big match tonight is England versus Spain.今晚的大赛是英格兰对西班牙。
• The most exciting game was Harvard versus Yale.最富紧张刺激的球赛是哈佛队对耶鲁队。

4 analysts   

分析家，化验员( analyst的名词复数 )

参考例句：

• City analysts forecast huge profits this year. 伦敦金融分析家预测今年的利润非常丰厚。
• I was impressed by the high calibre of the researchers and analysts. 研究人员和分析人员的高素质给我留下了深刻印象。

5 turnover   

n.人员流动率，人事变动率；营业额，成交量

参考例句：

• The store greatly reduced the prices to make a quick turnover.这家商店实行大减价以迅速周转资金。
• Our turnover actually increased last year.去年我们的营业额竟然增加了。