沃爾瑪和麥當勞正在效仿福來雞的成功策略
Walmart and McDonald's, two of the biggest and oldest brands in the US, have for years faced widespread complaints about poor customer service.
近年來，顧客們普遍抱怨美國兩個最大最老品牌沃爾瑪和麥當勞的顧客服務差。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.
現在，這兩家公司紛紛向福來雞這樣的公司學習，投資數十億美元來提高員工工資，加強員工培訓。目前這些措施已經取得了積極的效果。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，沃爾瑪承諾在未來兩年內投資27億美元，這筆鉅款將用於提高工資，改進調度，培訓員工。沃爾瑪的主管表示，這一舉措正在解決一些普遍存在的問題，比如空貨架和清潔問題。
The company is even seeing sales and traffic improvements, which it said were driven in part by the investments in labor. In the most recent quarter, Walmart's US same-store sales rose 1%, driven by a 1.5% increase in traffic.
沃爾瑪的銷量和人流量也有所增加，這部分是由於投資勞動力所致。上季度，美國沃爾瑪店面的人流量增加1.5%，銷量也隨之增加1%。The changes aren't going unnoticed by customers.
消費者們也注意到了這些變化。"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 versus last year," said Brett Biggs, executive vice president and chief financial officer of Walmart stores, on a call with analysts.
沃爾瑪的執行副總裁和首席財務官佈雷特·比格斯在電話中告訴分析人員：“顧客們表示，他們很高興看到沃爾瑪的這些變化。與去年相比，本季度的顧客體驗指數有所上升。”McDonald's has also been investing in its workers.
麥當勞也同樣加強了對員工的投資。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，這家快餐連鎖店的員工的時薪由9.01美元提高至9.90美元，今年年底將超過10美元。另外，麥當勞開始允許員工每年享受5天的帶薪休假。The training and wage investments have had a significant impact on customer service, according to McDonald's CEO Steve Easterbrook.
麥當勞的首席執行官史蒂夫·伊斯特布魯克表示，員工培訓和員工投資對顧客服務產生了巨大的影響。He said the changes "have resulted in lower crew turnover and higher customer-satisfaction scores and we are gaining share relative to the fast-food sandwich segment."
他說：“這些變化降低了員工的離職率，提高了客戶滿意度。在快餐中的三明治領域，我們獲得了更多的市場份額。”Customer-satisfaction scores were up 6% in the first quarter, compared to the same period last year, he said.
他表示，第一季度的客戶滿意度比去年同比增長了6%。
