Typically, when asked about selecting a primary food retailer, customers tend to focus on non-customer service variables namely, cleanliness, quality, and price. However, whenever customers are asked “what improvements would you like to see in your primary grocery store?” the resounding reply is “better customer service.” However, the issue of what specifically constitutes better customer […]

“Whole Foods has been successful in attracting employees living the WF lifestyle.” “It is tremendous theater, but they’ve also got a good set of actors and actresses to play the parts.” “To the extent that retail grocers are partnering with national brands and coming up with their own unique store brands, they give shoppers more […]

“We are time-starved.  No one’s going to cook two hours a day anymore.” “I think there’s a tremendous opportunity right now.  The question is, who is going to be poised to go after it?”

“The key to the ‘big middle’ chains is to provide some value options for customers.” “It may mean taking a stand on the top 50 consumer products…things which can differentiate you in terms of strength in the market.” “Get rid of the soda on an end-cap for a month and put up the ingredients for […]

“In addition to technology, consumers are faced with issues like food safety, sustainability, health, wellness, and the obesity crisis.” “How do we delight today’s customers?  Simple, solve their problems and make them feel good about themselves.” K-V-A-T (GH’s Independent Retailer of the Year) recognizes that while the customer, competition, and the environment continue to change, […]

“Here it is 125 years since Barney Kroger started the company and they are still adding value by looking at customization as it fits a particular market.” “Kroger has recognized that unless there is a compelling reason to change the banner, that all retailing is local.” “As their private lable program has evolved, Kroger recognized […]

“You can get E. coli from lettuce.  It is a larger issue than ‘Do I eat meat anymore?’” “Young people, who demonstrate a deep interest in ecology and the planet, may move toward making America a less meat-intensive culture.”

“A very real opportunity presents itself to supermarket managers who want to improve the customer service experience for baby boomers.” “Cosmetic changes are not enough.  Nor will a ‘one size fits all’ approach work.” “Supermarkets need to understand the specific needs of baby boomers and then develop their unique approach to customer service.”

“The middle of the road is no place for independent grocers trying to compete in a tough market.” “It is imperative that supermarkets get out of ‘no man’s land’ if they want to flourish and the key is to find a point of differentiation…discovering what makes them stand out and developing it from there.” “Retailers […]

“Wegmans is ahead of the curve in the supermarket industry in banning cigarette sales.” “Wegmans markets itself to upscale customers as a grocer that sells fresh, wholesome food, which dovetails nicely from a marketing perspective with the decision to eliminate cigarettes.  However, don’t expect other supermarkets to follow suit, cigarettes are too profitable to remove.”