Leadership

Wal-Mart and the start-up it just bought for $3 billion are laser-focused on one thing

Wal-Mart CEO Doug McMillon
Daniel Acker | Bloomberg | Getty Images
Wal-Mart CEO Doug McMillon

The race to unseat the e-commerce behemoth Amazon is about as competitive as the games in Rio.

Wal-Mart's CEO and the founder of the e-commerce start-up it just bought for more than $3 billion, Jet.com, plan to win by staying laser-focused on one thing: the customer.

Winning e-commerce starts and ends with winning the customer, said Wal-Mart CEO Doug McMillon and Jet.com co-founder and CEO Marc Lore, on CNBC's "Squawk Box" on Tuesday.

"We're gunning for the customer," McMillon said.

When Wal-Mart and Jet.com started talking in the spring, the first thing McMillon did was become a Jet.com customer, he said.

"We want very high customer satisfaction scores," said McMillon. "And that's not easy to do. There's a lot of attention to detail to deliver things on time in the way that we expect to deliver them."

As McMillon looks to prove to the Wal-Mart board that Jet.com was a good bet, one of the key metrics he will be looking at is customer experience, he said.

Jet.com has a concierge service that goes to great lengths to keep the customer happy. For example, if a customer looks to purchase an item on Jet.com that is out of stock, the Jet.com team will go out and buy that item elsewhere and send it to the customer.

"Whatever we need to do to make the customer happy," said Lore, who is not new to the e-commerce game.

Before starting and selling Jet.com, Lore launched and sold Quidsi, the parent of Diapers.com, to Amazon.com for $545 million. Wal-Mart was interested in buying Diapers.com, but Amazon CEO Jeff Bezos won the bidding war.