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The case discusses various customer-centric initiatives, which contributed to the success of Wal-Mart, the world''s largest retailing company. The case elaborates on the role of Sam Walton''s leadership, Wal-Mart''s culture and the customer-centric policies of the company. The case also discusses in detail how Wal-Mart used IT to provide high levels of customer service. The case is structured to enable students to: (1) understand the significance of leadership in instilling customer-orientation among employees; (2) examine the role of the organisation''s culture and philosophies in providing high levels of customer service; (3) understand the manner in which IT can be effectively used to supplement the core customer service initiatives of a retailing company; and (4) understand how companies can deliver customer value and satisfaction by providing high levels of customer service. The case is aimed at MBA/PGDBA students, and is intended to be part of the marketing curriculum. The teaching note does not contain an analysis of the case.