retail news in context, analysis with attitude

Tulsa World reports on a recent speech by now-retired Kroger CEO David Dillon in which he attributed the company's extended winning streak "to a decision in the early 2000s to change its focus to satisfying customers through 'good prices,' not 'great,' a term he used to describe the company’s 400,000 employees who provide a better service that make customers want to return.

"Focusing on sales instead of profit was 'a pretty major change,' Dillon said."

Dillon also said in the speech that he remains convinced that the click-and-collect model will work better for supermarkets than the delivery model, though he conceded that "it may work for Amazon."
KC's View:
If you focus on sales rather than profits, you almost by definition are focusing on customers. And that's the definition of successful retailing, I think.