Glen Irvine, Meat Manager 404, Lexington VA; Amy Irvine, Store Manager 343, Staunton VA, and her son Joey; Corri Rhodenizer, HRC; Owen, Devyn (youngest volunteer, 6 years old), and Aiden exploring the caverns.
U O Y E K I L E L P O E P T A E R G R O F N O I T A M R O F N I D N
This year was all about showing appreciation to our Great People. For more pictures and information about these events, turn to pages 8 -11.
A
Associate Appreciation Days!
OUR PEOPLE ARE GREAT
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ALL WORK AND NO PLAY
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TAKING OWNERSHIP OF ENGAGEMENT
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, our , in 2010 sed C1TE o g a rs a Three ye uced the web ba t Tracker. introd Receip company rwise known as re pture sto the survey, o has helped us ca lly around our ments. ey ica The surv n, specif tores and depart o ti a rm info of our s port our specific erception OSAT, helps sup ers a voice p ’ rs e m custo ustom d to as ing our c o referre ple, C1TE, als st Strategy by giv k about our Peo ce r1 thin Experien Custome actly what they hopping S x GREAT PEOPLE f e o s d u in tisfaction at k to tell , and wh mers’ overall sa ts c u d ro s, our P ur custo des our Price rvey measures o easure. his inclu T u m . s y s E e u T c rv 1 u fo C s to the s those that came the main now, the As you k stores, which is nd recent change . g n ut move ri e v li r res to re d as we talk abo jor a o a c m s e we’re de aving visited ou s u m o io s v in n re m e p lf e h r in a s r u t h level afte tire Company has d recalculating o survey. Keep tha n this year’s 1st n e o a st th d e 1 e d e s o ’s k a The en c 2 201 e to ta neric 012. B d to e 2 o g d , c e lf re c a th a ri H p e g t n n m eliminati ers using the ge us those from 1s stores when co r m u rs to o e s v u , in c s Loss Prevention’s CEO Program from result ements 1st Half y improv Page 6 our 2013 have made man e results w . lts half resu 2%, up 4% 6 %, up 4% T A S • O Great 67 p 3% re a le p ,u p 3% eo % • Our P es are Good 43% lus a Little 48%,u Return 52%, up 3 T score of 64%. A c P ri t to P O n t r a n d u a IW W on if ase S • O Products ence Makes Me ed with a pre reb ies to improve up e th t e g • I Experi ortunit d finish tinue to Shopping ised the bar an t have some opp ard we will con Associate Appreciation Days • The ra u e forw on, b 7 we recent v ti r o d c e o e m ri ir th e e d o p t w Page 8 e In r gh th As some of ew incentives fo g in the ri ’s goal of 73%. in to v e o u m d e n We are arter 3 increas offering reach Qu s per day 19th we began we are to ber of response t us riod. um . On Aug g day pe 00 gift card. see the n de in the survey in ll ro 7 ma within a nce to win a $1 changes e survey : th rs g e cha e n ti m le to p l have on com il r our cus w fo s y ts e in rv su el po • 50 fu ers who complete Page 26 onth n m ard per m e survey has bee c . to s t th u if n C g o 0 m 0 r • th ,0 e d , 5 p n s $ a u rs a y e to e e 100 winn mer will receiv r customers give ipate in the surv to to ic u s s S E P T E M B E R 2 0 1 3 rt o u c te a e u p y m k in to c ti ers the e7m m e k lu to • 1 lu ta s a v u ly tinue c n e n o e o w c c ld ti e l u n s il o e u w h a o s rs ls Bec f the should a . The new survey tions. Cardholde ntation o ed. This s s e s e u n u m h e q le d it 0 p n w 5 o c im l ck ed nd additiona ir feedba Since the l of arou redesign of 2014! ey. share the ue to the remova twice per week. responses! This , but also give us 80% by the end ights Surv s In f d te y s ly o , e k ia te l ster and complete d to take the surv rd daily and wee our response ra SAT goa r’s Assoc ard our O gs me to this yea the survey was fa se co ite a w v re re to in n c s e e s in e b s gre to ve only brin n of rked te our pro ey we ha ould not s, which inistratio ment teams wo eetings e new surv eceipt Tracker sh will help accelera gaged associate . The online adm g a n n ati g m ma n, en rR version e weeks reat job of facilit ust after e re in Custome at, when acted o chieved through th -l e n s o e th is a s did a g uring th ted in an results. J onclusion, feedback er engagement participa 9 – August 16. D participate. Store ur participation c ac ti n a tl m A 2 o uly e to om y came to points Custo Mid J n fr e o r, t rv m a n ry u o e e e s y fr v id e e e v is e th e ok plac now, th ncourage which is s of 68%. When nd 10 percentag work. As you k nt. The survey to uncil to e g in the survey, a lt to o , u C n e s l c io re ra la is ie n u p ic atio akin reat re Div ip rt g ’s Cult ti a doing. ic n a p re rt e r f more eff a r to e o p s u g e o n ir isio ision, are rtanc ke Kro % of iv iv o a 8 ith the D D p 7 m s w a im g is r’ s ly a e in h a e e , s clo we ess th last y ment, to help s, whic you think les to str xceeded ssential r engage y proces and hudd ou had already e ted in the surve feedback, it is e rd to seeing how in turn custome ipa oy our and rwa week tw ciates had partic one for y ctober. I look fo te engagement, ry e v e to o O ia u ss y . 15,864 a st year! Thank yo y results by earl strengthen assoc the end of 2014 e y n la b rv a f r u c s o e k e e d c a w iv ra ahe ct to rece now how mer 1st T We expe sults will let us k nd 272 on Custo rvey re n OSAT a These su h 80% o c a re to s helping u
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gp Mid-Atlantic
MARKETPLACE NUMBER TWO
“SHORE”
WAS A HIT!
“The decisions made by my company are based on
O
n Wednesday, July 31st, 2013, Mid-Atlantic associates celebrated the opening of our division’s second Marketplace, Store 540 in Virginia Beach, VA. The celebration started with 540’s Associate Appreciation Day on Monday, July 29th. There, associates enjoyed food, laughs, fun, and games. Store Manager, Ricky Green, led a pep talk to rally up excitement amongst associates for the upcoming Grand Opening. On the evening of the 30th a Gala was held in the Store with local leaders and dignitaries in attendance. At 7am on the 31st, the ribbon outside of the store was cut. As Ricky and his store team lead the way inside, a large crowd eagerly awaited the reveal of the 123,600 square-foot store. Once inside, customers delighted in activities such as face painting, clowns, unicyclist, free giveaways, samples, and much more! It was apparent the opening had been a success based on these comments made by customers: “The store has a nice variety. It is nice and spacious. I am
grateful for the job opportunities this store has brought to my community.” “You have an awesome store! Very clean, with friendly people. I’m coming back, just look at all that I got!” “Curiosity brought me out to the store today. I am very happy with it! The bakery is outstanding, absolutely gorgeous! Beautiful store. I will be back! I like Kroger, Kroger is my store!” “The store is great. I grew up in Virginia Beach and seeing this store become a Kroger is very nice. Because it carries clothing and baby items, it makes it perfect for me. I don’t live far from here, so it makes my shopping easier because I can do food, clothing, and baby all in one! You have very friendly and helpful associates. When I saw all that the baby section had to offer, it was exciting for me!” “The store is beautiful. The store is nice with many smiling faces. The new Departments are great! I’ll be back!” “The ads brought us out. We’ve been waiting for this store to open. I think it’s fun to shop here and we plan to come back.
President Jay Cummins and 540 Store Manager, Ricky Green, energizing the crowd at the Associate Appreciation event, two days before Grand Opening.
2 I great people
“ My ideas and suggestions count” Not all great ideas come from the top-down. In fact, some of the best ideas come from our associates. Below are some examples of ideas that originated from our associates and have been implemented in our division. You Asked: Several stores in District G began receiving floral orders in the late evening. Florists found that they were having difficulty processing the order that came Friday night for Saturday. They felt that Friday night deliveries were preventing them from being able to properly have the Floral Department set and ready for busy Saturday selling. Floral associates asked that orders be moved back to Thursday night in order to be better prepared going into Saturday. We Listened, and Acted: Supply Chain Manager, Chad Gunsch, and Division Produce Merchandiser, Bob Coates, came together and were able to change the delivery schedule from Friday evening to Thursday evening. Now the floral department is able to maximize their weekend selling.
You Asked: Associates across the division have suggested that we shorten the C1TE survey and offer fuel points as an incentive to our customers. We Listened, and Acted:
540’s Gala event offered a wide variety of food, drink, and desserts.
Ricky Green introducing his Store Team.
You Asked,We Listened & Acted
On August 19th, a redesigned online customer survey was launched in order to improve our customers’ experience, increase participation, and build a greater consistency in OSAT scores. More than 60 questions have been eliminated from the survey. Also, customers now earn 50 fuel points for completing the survey. We also now have new sweepstakes offers – customers who complete surveys will have a chance to win 100 $100 gift cards a month across the company and one $5,000 gift card a month. Thanks to you suggestions, these changes have helped to increase excitement about the survey.
great people I 27
Larry Southern Virginia Newhouse Eric Hall Osbum Sanders Kim Cyrus David Bryant Benny Cook Freda Bays Richard Sydenstricker
#773 #769 #011 #722 #781 #781 #328 #782 #788
45 years Timothy Whitaker Michael Smith
#118 #303
Ricky and team cut the ribbon together on Grand Opening morning.
Great People Kelly Snyder Florist at Store 725 (St. Albans, WV)
K
elly Snyder is the Lead Floral Clerk at Store 725 in Saint Albans, WV. She is Co-Chair of the Store’s Cultural Council and a Shop Steward for the Local 400. Kelly began with Kroger while attending college in 1984. She enjoyed her job so much that she decided to make a career of it. For nine years Kelly worked in the Produce Department, occasionally filling in for the Lead Floral Clerk on Holidays and vacations. It was in Floral that Kelly found her passion. The floral department allowed Kelly to showcase her creative abilities. What Kelly enjoys most about being a florist is working on Wedding orders. One of her fondest memories is of the first wedding order she received. On this particular day, Kelly answered a phone call only to discover a distraught bride on the other end. Through her sobs, the bride to be told Kelly that her wedding was that particular evening and all the bouquets she had purchased from a local florist had been torn to pieces by her beagle puppy. The florist from whom she had purchased the flowers had closed for the day and the bride was in a panic. Kelly went straight to work. She made all new bouquets, but was very nervous about the bride’s reaction, as this was her first time doing wedding bouquets. When the bride arrived at the store Kelly anxiously showed her the bouquets. The young woman began to cry, looked at Kelly with a smile, and gave her a warm embrace. Kelly recants, “I was so relieved, to say the least. I helped save her special day.” The bride and Kelly remained friends thereafter and they still laugh about that beagle pup. Kelly is a positive presence in her store because she really enjoys her job and helping her customers. Kelly is continuously learning, “The Floral industry changes so much and you have to stay current on styles, what’s popular, and what’s in demand. I’ve watched babies grow up to be moms and dads. They’ve known me their whole lives and they keep shopping here because of our great customer service and that makes me really proud.” The one thing that doesn’t change is Kelly’s great customer service. Store Manager, Jeremy Oda, said, “Kelly is a true asset to the Kroger Company. Her outstanding customer service is the reason customers not only like us, but love us.” In her free time Kelly loves to travel, especially to the beach. “The beach is my favorite place to go on vacation, so if you can’t find me at Kroger that is where I will be.”
26 I great people
Front End associates prepare to check out the line of customers eager to shop in the brand new Marketplace Store.
what is best for the customer.” Pharmacy was very helpful, they directed me to the things I couldn’t find and even ordered something for me that you didn’t carry!” 540 Marketplace not only offers an extensive selection of groceries, but also home décor, baby necessities, a wide variety of toys, home storage, rugs, and much more. This Hampton Roads Kroger is only one of four to offer apparel. The 3,000 square-foot apparel section carries a variety of offerings to the customer; women’s clothing, men’s clothing, shoes, baby clothing, costume jewelry, and other accessories. At the end of their first week 540 sold $43,131 in apparel alone! Also, inside you will find Fred Meyer Jewelers, the third largest jeweler in the nation. The Deli offers ready to order meals, a chef, café seating, Wi-Fi, and flat screen televisions. This Marketplace offers anything and everything a customer needs, and better than that, everything they could want! Kroger has plans for several more Marketplace Stores in the future. The next is Store 519 in Richmond, VA, which is slated to open April 2014. In the year 2014, Mid-Atlantic will see a total of three new Marketplace stores, and one expansion into a Marketplace.
Bill Heirs, Regional Manager, Sharon Hammond, Store Manager, and Pete Engel, President of Fred Meyer, cut the ribbon, marking the opening of 540’s jewelry store.
The 30,000 square foot non-grocery section includes clothing, shoes, toys, home storage, and much more!
great people I 3
WOMEN'S EDGE INAUGURAL MEETING
“Someone like me can succeed in this company.” The inaugural Women’s EDGE meeting took place on May 29 and May 30, at the Jefferson Center in Roanoke, VA. The group’s members gathered for professional development, networking, and to discover what being a part of Women’s EDGE would mean. The mission is simple; “To attract, develop and strengthen women by creating opportunities to grow valued leaders reflective of our associates and customer demographics enabling Kroger to be the competitor of the future.”
4 I great people
John Parsons Kashanda Morgan Johnnie Green Joyce Roudabush Dorothy Odell Agnes Hicks Irving Clark Rita Stokes Melissa Tucker Mary Bartley Minerva Lightfoot Tiffany Vereen Matthew Moore Roger Vest Patrick Ahlgrim Jaquan Moore Cassandra Berry
#316 #511 #511 #012 #364 #511 #512 #510 #008 #343 #511 #511 #517 #505 #538 #511 #330
15 years Dustin Hanchock Christopher Overman Irma Giles Anne Jenkins Lisa Short Carrie Mills Omar Jones Robert Flagler Mark Sizemore Thomas Cullop Donna Basnett Kenneth Crawford Anne Wood William Cash Gregory Tolbert Mark Holt Brenda Cochran Raymond Garnett Tezerach Semamo Scott Maybush John Bouldin Joshua King Oretta Cooper Emil Farag Toni Morris Wendy Jenkins Donna Witt Martha Gallier Lisa Widner Donna Bandy Karen Helms Karen Timberlake Wallace Whitaker Eunice Staton Festo Mombo Virginia Mullins
#367 #324 #350 #011 #331 #722 #381 #374 #192 #255 #773 #331 #359 #408 #228 #331 #778 #226 #355 #343 #322 #374 #331 #355 #408 #783 #320 #404 #325 #391 #783 #334 #261 #300 #337 #215
20 years Aldora Harris Charles Fulks Lisa Smith Jason Henry Vicki Robinson Derik Hayes Pamela Anderson Brian Smith James Deeds Wendi Adams William Higgins Travis Adams Christopher Debnam Michael Belcher Phillip Carpenter John Domenick Susie McGlothlin Scott Kelly Edward Pontickio Kellie Snider Elizabeth Hall Angela Combs Ricky Neal Teresa Geyer Paula Jessup Michele Murphy Bradly Addington James Bear Dianna Pruitt Tracy Abdous Carol Luther James Sadler Marshall Wood
#327 #796 #780 #776 #355 #805 #305 #327 #781 #769 #805 #403 #305 #734 #364 #773 #328 #355 #303 #324 #328 #374 #324 #778 #374 #305 #328 #328 #328 #342 #327 #273 #669
25 years Ronald Eakin Derek Bailey Dusty Thomas James Geary Randall Atkins Debra Brown Ronda Triplett Jeffrey Poff Nancy Berry Robert Jennings Theresa Lovern Tracy Shultz Gregory Belcher Jeffrey Cox Jeremy Arehart Leesa Oakes David Dent Christopher Summers Anna Saxton
#210 #796 #799 #778 #790 #330 #725 #400 #367 #328 #347 #755 #734 #209 #404 #330 #778 #334 #784
John Smith Christopher Knoblauch Marlise Sage Lawrence Jackson Demetrise Thomas
#401 #769 #324 #300 #326
30 years Mark Booher James Johnson Mark Wright James Brown Lisa Ferguson Robert Scaggs Sandra Jones Keith Rodgers
#769 #400 #202 #209 #012 #505 #357 #357
35 years Mark Carroll Jeffrey Shaeffer Jeffrey Elder Greg Waugaman Walter Buskirk Donna Smith Brenda Angius Carolyn Devitt Dennis Craun Linda Conley Jeffrey Whittaker Yvonne McCarty Barbara Minter Brent Turvey Donna Jacobs Michael Witt Danny Wertz Timothy Ellington Danny Mefford Randy Owens Michael Tickles Bonnie Holland Linda Davis Kathryn Lock Damon Kincaid Deborah Cowger
#320 #725 #773 #773 #799 #799 #778 #785 #310 #783 #255 #796 #350 #796 #772 #514 #375 #772 #255 #255 #328 #752 #730 #730 #780 #730
Robert Wells Marcia Sheets Stephen Burgess Barry Davis Donna Jones Willie Mick Richard Crookshanks Bertha Collins Ruth Cochran
#754 #790 #322 #350 #364 #787 #734 #780 #790
40 years
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Sean Gallagher Tyler Shifflett Daniel Bennett Julia Lingenfelter Angela Barnes Jazmin Henderson Jessica Holden Rahul Rutanen-Whaley Ashley Adkins Matthew Berberich Travis Earley William Miles Daisy Moore Erinn Boyd Rolland Driver Donald McNew Clyde Morris Lois Bass Ronald Bailey Jongole Kikwiyakare Christina Nunley Joseph Savino Joyce Watson Galadriel Lucas Adrianne Fleming Ron Henderson Deborah Hicks Sherell Johnson James Leger Shane Woolwine Dane Peterson Charles Schnarrs Casey Sigmon Henry Jones Patricia Lemon Melanie Archer Nicole Archer Mark Davidson Rebecca Fry Rochelle Compton Allen Daugherty Myles Kavanaugh Janine Peace Heather Smith Helen Jones Samantha Keeling Jeffrey Mulligan Jessica Farmer Lynette Gibbon David Overton Jonathan Landis Carmen Paulson Melissa Perdue Sherry Sheler Nabil Mirah Chieh Yang Mamadou Diallo Kevin Green
24 I great people
#239 #403 #300 #343 #509 #325 #303 #374 #807 #511 #326 #343 #511 #403 #210 #502 #334 #324 #328 #514 #322 #790 #332 #316 #342 #504 #210 #514 #327 #790 #408 #512 #768 #355 #752 #512 #512 #367 #337 #796 #342 #512 #342 #517 #799 #817 #375 #501 #501 #347 #769 #367 #799 #239 #342 #209 #381 #359
Skylar Lauwick Ebony Long Roopal Parikh Devin Sitte Travis Pratt Gary Thompson Shirley Thompson Aquillina Alvarez Frances Enggist-Paynter Robert Newland Ruth Roberts Tanner Showalter Calena Wagoner Justin Walker Adam Warden James Seal Paul Smith Brandon Askew Jamie Askew John Kinney Jimmy Birchfield Dustin Bumgardner Rebecca Cook David Manley Lydia Pomplun Toby Simmerman James Wright Jessica Carter Evelyn Jackson Frank Kleniewski Karen Lutz Tonya Kreyling Margaret Poteat Denise Wilson Jerry Hanshaw Laila Moumen Deborah Tebo Robert Thomas James Alford Admir Delic Patti Jones Steven Viers Billie Bell Stephen Kirk Sherry Lawhorn Nellie Payne Priscilla James Nutie Miller Constance Killion Mary Stiff Terry Washington Sandra Dimassimo Cheryl Rush Chelsey Meador Brian Zedney Jeremie Davis Mark Dean Christopher Held
#342 #381 #342 #539 #788 #792 #523 #355 #523 #408 #763 #399 #391 #316 #669 #359 #769 #539 #539 #765 #328 #781 #011 #502 #525 #783 #503 #239 #515 #400 #399 #391 #525 #504 #763 #342 #357 #782 #769 #320 #752 #215 #813 #350 #780 #310 #511 #763 #523 #210 #359 #401 #334 #364 #202 #326 #328 #772
Debra Matzganis Brandy White Lindsay Montgomery Susan Rivers
#515 #517 #226 #303
10 years Donna Yavorcik Marilee Fabiano Wesley Patterson Kristina Bowles Carissa Isbell Richard Witcher Patricia McCray Jodie Thompson Shane Lester Jason Hardy Janine Secrist Mark Hurd Michele Bonds John Fanis Thomas Hall Rachel StClair Brenda Swim Linda Bencivenga Gerald Ellis Frances Faull Angela Harmon Peter Simmons Charles Shrock Thomas Fassbender Shirley Higgins Ava Best Rachel Stratton Richard Cooklin Dawn Pallante Debbie Wilkerson Amanda Biggs Catherine McDaniel Sean Cox Douglas Rowland Kathryn Fountain Dennis Williamson Marilyn Montgomery Ruth Pannill Collin Ellis Rochelle Spinner Rosemarie Pastore Jacy Gilliam James Christopher Mark Hartman Tommy Burks Vergie Braswell Ellen Bulkey Gail Cale Judy Campbell Douglas Henshaw
#796 #813 #805 #391 #328 #316 #502 #688 #768 #399 #210 #001 #399 #514 #512 #399 #399 #780 #399 #399 #790 #505 #505 #784 #209 #366 #343 #536 #399 #399 #322 #784 #377 #366 #011 #316 #714 #512 #374 #408 #539 #783 #714 #533 #765 #305 #520 #533 #399 #520
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ith Executive Sponsor and Vice President of Merchandising, Valerie Jabbar, and Co-Chairs Chad Gunsch, Tracy McDaniel, Emily Mink, and Shannon Toth at the helm, the participants’ journey got started quickly as they learned more about the importance of Women’s EDGE (Engage, Develop, Grow, Empower), its goals, as well as the committee work that it entails. They also heard from Valerie Jabbar on her unique path to the position that she holds today. The group was inspired by her road to success, including the promotions she has received, the challenges she overcame, and her philosophy on work/life balance that helped bring it all together. Participants had some time for introspection as they completed a self-assessment to uncover their behavior style, what it meant to them, and what it meant when interacting with others of similar and differing style. Day one ended with networking, dinner, and an encouraging speech by Vice President of Operations, Mitch Alm. The heavy lifting began on Day two with sub-committee work. The Women’s EDGE group comprises five committees, each with their own goal, each adding their own distinctive value. The Membership Committee’s goals are to attract and retain members, provide orientation for new members, and to place members within the existing sub-committees. Chad Gunsch is the Co-Chair and Tammy Tedesco serves as the Sub-Chair. Look for more information coming soon from this committee as they push for Women’s EDGE growth. The Professional Development Committee is led by Shannon Toth, Co-Chair, and Jennifer Kirby, Sub-Chair. This committee’s goals are to create awareness of existing educational opportunities, establish mentoring and job shadowing opportunities, and providing educational events.
Ideas discussed by this committee’s members were fresh, exciting, and will certainly help others take their personal and professional lives to the next level. Chad Gunsch, Co-Chair, and Anne Jenkins, Sub-Chair, head up the Event Planning Committee. This fun and spirited group has great plans for memorable signature events in the near future. This committee’s goals are to make all events engaging for members, generating a positive impact on everyone. The Communication Committee seeks to ensure everyone is informed about events, professional development opportunities, community involvement functions, and general news about Women’s EDGE. This committee’s goals are to promote the group’s mission, create awareness for activities and events, and share accomplishments of Women’s EDGE members. Tracy McDaniel is as the Co-Chair while Dana Bess is the Sub-Chair. The Community Involvement Committee rounds out the group. Co-Chaired by Emily Mink and Sub-Chaired by Jenna Seckman, this committee’s goals are to identify community organizations that reflect the Women’s EDGE mission, connect with members with local charity groups, and strengthen Kroger’s presence in the community. There is much work to be done and all committees are excited about the challenges that lay ahead. Women’s EDGE members are committed to providing meaningful professional development opportunities and events that have a positive effect on Kroger associates and the communities they serve. This group will be campaigning for new faces and diverse ideas to join Women’s EDGE within the next few months. If you are interested in being a part of Women’s EDGE and any of its committees, take advantage of upcoming membership drives, or contact a Co-Chair or SubChair to hear more about this dynamic group.
great people I 5
TAKING OWNERSHIP Loss Prevention’s “Customer Engagement Officer Program” Engagement, like many of our key business objectives (sales, shrink, safety, etc.), is owned by every Kroger associate, regardless of whether you work in a store, office or manufacturing plant. Our Mid-Atlantic Loss Prevention Department took this to heart a few months ago and initiated a new and exciting concept in all six Durham, NC. stores. This new initiative is referred to as the Customer Engagement Officer (CEO) Program.
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M
odeled after a similar initiative in our Atlanta Division, the program employs a full-time 3rd party security officer or “CEO” in each store who is provided by our partner, ODS Security Solutions (ODS). ODS has been a trusted and valued partner with our division for several years, and until now has typically provided our stores with the standard industry security officer services we have all come to expect. But ODS now offers something innovative and exciting. This program is unlike a typical security officer standing stationary near the entrance/exit as customers enter the door. The CEO Program is purposely designed with specially trained officers engaging customers for the vast majority of their workday. Simply stated, the CEO is challenged to see how many customers he or she can make smile in an eight hour day – thereby contributing to a positive customer experience. This is a significant way of “rethinking and retooling” the deployment of outside security assets. It allows officers to actively engage customers 70% of the time, while the remainder of their work-day is devoted to “prevention and deterrence”. When not engaging customers, the CEO performs many value-added services to assist our own associates and other resources. For example, the CEO’s are trained to monitor the floor for slip & fall hazards, observe for unsafe work behaviors, and monitor cold chain issues. They also deter potential shoplifters and boosters (professional thieves) by proactively engaging these potential criminals as opposed to surveillance and apprehension after a crime is committed. For some of our associates and management teams, it is hard to theorize how it is more effective to deter theft by simply engaging and being nice to people… even to potential thieves. But it does work! Thieves hate being engaged and recognized, and in most cases they will simply abandon their attempt to steal and leave the store. On any typical day, many of our stores report that the CEO deterred push outs of full bass carts through produce or front end doors, saving our company thousands of dollars and improving safety and security of the stores. Since September 2012, we have expanded the CEO Program to a total of eighteen (18) stores in Districts A, B, C & G. Early results are very encouraging with positive comments received from customers and store teams. One of our Customer Engagement Officers who has had phenomenal engagement results is Rodney Frierson. Rodney is a charming, positive individual who has several years of experience working in security in the jewelry business. Rodney’s positive attitude toward his role in our Richmond stores is best summed up by his own recent statement: “Every day, I go to my assigned store knowing I love people and I can’t wait to see the different ways I can help them.” With this attitude, it is no wonder customers and store associates look forward to working with Rodney. Rodney does not wait for others to come to him to ask for help…..he actively seeks out opportunities to offer assistance and support.
serviceawards M I D - AT L A N T I C
M AY 2 6 , 2 0 1 3 - A U G U S T 1 7 , 2 0 1 3
5 years Phyllis Ayers William Barrett Debbie Coles Bobbie Meade Irene Butta Michael Hickman Richard Malpaya Debbie Braun Hazel Casey Stanley Glass Lena Thompson Roderick Timberlake Thomas Williams Megan Amy Roger Chappell Frank Jones Athena Manuel Delmer Rhodes Kevin Talley Lauren Webster Helen Johnson Jacob Kidd Paul Sadler Ashley Blackley Megan Humphrey Tanesha McCullers Charles Switzer James Bowman Renee Dunn Tyler Edelman Pamela Hardgrove James Mogey Gregory Obryan Donna Thompson Kimberly Martinez Frederick Royster Papa Segnane Dennis Taylor Judy Thomas Jeremy Reaper Mustapha Chankhar Judy Daugherty Richard Goff Rudolph Grimes Sharon Jones Jessica Kuehl Grantt Mullins David Hazelwood Stephen Mabes
#511 #202 #326 #375 #778 #778 #520 #364 #255 #239 #399 #239 #401 #501 #772 #734 #773 #401 #512 #534 #305 #772 #782 #367 #780 #355 #399 #783 #504 #377 $406 #305 #347 #328 #377 #331 #355 #303 #782 #781 #355 #787 #359 #523 #381 #505 #320 #537 #375
Cheryl Olsen Melinda Coleman John Goslee Trina Holmes Kimberly Rempel Byron Williams Aaron Crawford Daniel Kennard Christopher Porter Justin Spencer Timothy Witt Elbert Hicks Cheryl Ratliff Danny Timney Nicole White Sara Ege Ruby Jackson Malachi McMillan Linda Quell Walter Sparzak Gwendolyn Stockman Dawn York Latrice Chambers John Hooks Tiffany Linkous Cynthia Atkinson Joshua Gilbert Bridget Harrah Jerrell James Sheri Baldwin Susan Blair Lewis Hancock Helen McCray Heather Powell Elhassane Selouane Amanda Yanes Richard Ashley Linda Cooper Vivian Lee Anita Acres Charles Merriman Kyle Barnett Hannah Pepper Jasmine Brown Evan Carwile Lindsey Harman Logan Mikeal Megan Sims Shanta Smith Deborah Bye Jeremy Johnson Jendi Thompson
#355 #500 #402 #523 #752 #523 #328 #327 #399 #796 #364 #391 #404 #347 #753 #210 #500 #401 #502 #523 #739 #520 #502 #357 #345 #537 #367 #669 #511 #778 #763 #209 #773 #255 #342 #303 #725 #763 #337 #215 #320 #202 #399 #517 #327 #401 #335 #523 #504 #357 #769 #399
Christopher Dreibelbeis Joyce Mahon Troy Collier Charlene Green-Blalock Kathy Hays Tyler Landcare Jerrell Gaines Roger Young Romeo Gamble Gale Nuckois Shaaron Atkins-Comfort Burnice Gehringer Rosalind Lee Gibson Gustavus Gordon Mohamed Hanim Donna Casella Amanda Howington Jessica Jones Shannon Roseberry April Sparks Christian Tate Denise Howard Timon Sims Porche Washington James Brittle Shannon Smith Joshua Wyatt June Crowder Elizabeth Jacobs Jennifer Reed Terry Williams Willard Goodall Kelly Crone Joshua Dunn Adrian Hagood Shenae Jackson Thomas Rowald Daniel Burgess Kenneth Cade Jeffrey Palmer Tasha White Michael Shahramfar Brandon Sinatra Mary Freeman Janet Gerberich Yurisleidis Gonzalez Semir Susic Paula Vaidya James Baker Joshua Cantley Matthew Choate Joshua Dipalma
#514 #343 #334 #354 #714 #773 #408 #751 #374 #532 #511 #796 #523 #523 #515 #359 #328 #324 #401 #273 #226 #509 #511 #239 #343 #228 #335 #367 #202 #788 #515 #788 #504 #345 #813 #511 #525 #511 #523 #517 #509 #525 #354 #792 #210 #401 #525 #202 #532 #785 #403 #364
great people I 23
SPOTLIGHT ON RETIREES
T
om’s career with Kroger began when former Store 717 offered him a job on their Front End. Tom’s Aunt was Head Checker at Store 717, which was located on 14th Street of Huntington. At the time, Tom was going to school in Charleston, WV, to obtain his Accounting Degree. By recommendation of his Aunt, the store requested that Tom work for them to help with evening tills until they could find someone permanent. Well, it was Tom who became that permanent someone. Tom started with Kroger in September of 1966 as Assistant Head Checker. Throughout his time with Kroger, Tom has worked in various different stores. His fondest memories were made at the former Route 60 Store that was located near Arlington Park in West Virginia. Tom cherishes the relationships that he made with his customers there. He recalls a time when a regular customer lost her husband. She was struggling with tasks that her husband had always taken care of, one in particular, needing a new mailbox. Tom did not hesitate to help. He took her to Lowes to get a new mailbox and helped her to get it installed at her home. Customers were more than people who shopped in his store, many of them became his friends. As Tom would move about from store to store, numerous customers would follow him to shop in the store where he worked, no matter the distance. After his retirement, it was that “part of the family” atmosphere with co-workers and customers that he misses the most. Although Tom found his job to be quiet stressful, when asked what his favorite part about coming to work was, he quickly answered, “Everything.” He loved the customers and says he even misses “those crazy holiday rushes.” Tom’s advice to current Kroger associates is to get to know your customers and build relationships with them. Those relationships created throughout his time with Kroger turned into lasting memories and lifelong friendships. Tom finished his career with Kroger at the 5th Avenue Store in Huntington, WV. One of Tom’s greatest achievements during his time with Kroger was helping to open that store. Before it was Kroger, that building was home to Cub Foods. Tom remembers, “Cub Foods closed on a Sunday and by Thursday we had it turned into a Kroger.” He worked several long days to help
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Tom Muncey was selected to be featured in this edition’s “Spotlight on Retirees”. Tom retired from Store 792 in Huntington, WV, on August 28, 2004, with nearly 38 years of service. Throughout Tom’s 38 years he worked on the Front End as Assistant Head Checker, until he was promoted to Head Checker. make the opening of the new 5th Avenue Kroger a success, something of which he is very proud. The spotlight on this retiree would not be complete without noting his service to our Country during the Viet Nam War. Tom enlisted in the Navy and was stationed at the Pentagon from 1969 – 1973. Tom excelled in his swift typing ability, siting that he could type 110 words per minute. It was this talent that contributed to his success in the Communications Department of the Pentagon. Although retired, Tom keeps himself very busy. He travels to Sevierville, TN, every month to spend a week with family. Early this year he went skiing with family in Colorado. Tom still keeps in touch with the gang from the old Route 60 Store, and meets many of them for lunch as often as they can. He travels to Las Vegas once a year with another Kroger Associate, David Weant, Dairy Department Head at 781 in Proctorville, OH. Tom owns two mountain bikes and two road bikes. He likes riding along the Greenbrier River Trail and many other places. On average Tom bikes 20 – 25 miles. He enjoys biking alongside longtime friend George Hall, Meat Department Head at 796 Russell, KY. During one of the biking trips the two took to Portsmouth, OH, they biked a total of 130 miles! Tom also owns a motorcycle which he likes to ride in the fall along winding country roads to State parks. Tom is an avid traveler and loves to search for travel deals and do all of the planning when taking trips with friends. He once organized a trip to France with collogues for under $1,000 each, including airfare! Tom is living the retired life to its fullest, but he often still misses his time spent working with Kroger. When speaking of the 38 years he spent with the company he says, “It was a great job. I loved every minute of it!”
OF ENGAGEMENT Rodney searches for ways to help customers and relishes each and every chance he gets to deliver outstanding customer service. Just imagine the success our stores can enjoy if all of us adopted Rodney’s attitude and beliefs. I think we would all agree that achieving 272/80 and higher would be easily achievable. Dave Lyon, our division loss prevention manager, has stated that the CEO Program is not intended to replace the engagement and superior customer service that all Kroger associates are tasked with delivering for every store customer. Instead, the CEO Program is simply a rebranding of our 3rd party security services and is an additional way to achieve our loss prevention goals, but doing it in a much more Customer 1st way. It’s a proactive approach to decreasing risks and losses, while engaging customers in a friendly and caring way. During the early onset of the CEO Program, Dave was challenged about why loss prevention was getting involved in engagement. He laughs as he recalls his response to that question. “Why LP? Why not? Aren’t we all supposed to be engaging customers?” Rodney Frierson is a living example that it works! The Customer Engagement Officer Program is supported by several great associates from ODS. It is interesting that the OSAT scores for the three Richmond stores (504, 509, 514) with CEO’s in place since January 2013 have improved scores
19%, 9% and 6% respectively over the last four periods. Imagine what it would be like if our stores were full of Rodneys? The only thing that stands in the way of where we are today and achieving our goals is ‘us’. All of us can (and must) stop making excuses and start engaging every customer. It is easy to engage if we can simply relax and enjoy the customers. As we all know, some customers do not want to be engaged. We must learn not to take that personally or see it as failure since personalities are very different, but remember that most customers love being engaged and appreciate assistance with their needs. Our job is to provide outstanding customer service and it is not defined by daily tasks, but through behaviors and attitudes. Mid-Atlantic associates are hardworking and task oriented, and we can achieve our goals if we learn a critical lesson from all companies identified as “best in class” for delivery of outstanding customer service. Our jobs are not just the tasks we have to do each day, e.g., stocking shelves, frying chicken, unloading a truck, or cleaning the restroom. Of course those tasks are important, but our real jobs are to provide outstanding customer service and enhance the total customer experience. That’s how we deter crime, improve safety and security, and enjoy the return of loyal, satisfied customers. Don’t have time to chat with every customer you see? How much time and
energy does it take to be nice? Every time we walk by a customer without smiling and greeting him, or ignoring her when she is obviously in need of assistance, signals to our customers that we don’t care about their needs. Can we blame customers for leaving us for a competitor when we take them for granted? Obviously the CEO Program alone will not get us to 272/80, but it is a shining example of what is possible with a positive attitude and desire to help customers. This is something all of us should be doing and it is one more way we can positively engage customers and create a positive experience. The Customer Engagement Officers are challenged daily to see how many customers they can make smile during their shift. Are you willing to accept this simple challenge?
“Management at my company encourages me to make customer satisfaction a top priority.” “I understand that how I perform my work impacts our customers’ shopping experience.” great people I 7
A S S O C I AT E A P P R E C I AT I O N E V E N T S
All Play and NoWork!
This year, every District in Mid Atlantic participated in Associate Appreciation Days, days set aside to celebrate how great our people are. Every District spent a lot of time organizing, preparing for, and scheduling events for their “Fun Days.” Much hard work and time was spent to make these events a success, and that they were, A SUCCESS! Many Districts held multiple events to give all Associates an opportunity to attend. Districts were very creative with the themes for their Associate Family Fun Days; Circus, Baseball, Natural Bridge, Picnic, Pool Party, and a Beach Cookout. When combining all 6 Districts together we had an estimated 6,500 associates and family members attend these events! Associates are the heart of our Company. We all know you work hard, now we know you play hard too! Thank you for all that you do!
“My company currently makes it possible for associates to have a healthy, comfortable balance between work and personal life.”
District A: “Associate ‘A’ppreciation Fun Day”. District A held a corn-hole tournament, played bingo, plus face painting, a clown, and a bounce house for the kids. Associates enjoyed a cookout, a DJ, and participated in drawings for many prizes!
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ode to kroger Tucker White, cashier at Store 210, Blacksburg VA, started working for Kroger at age 14. Now 15, Tucker really takes pride in his job and lives by our Customer 1st Strategy. Wise beyond his years, Tucker already understands that every associate plays a key role in not only the success of the store, but also in the experience that our customers have each and every time they shop with us. Tucker wrote this poem that describes how he views his co-workers and how they strive to make every customer’s shopping trip a pleasant one.
Take me out to Kroger A POEM BY TUCKER WHITE
How often is it that you walk into a store And feel that you matter, truly, anymore Well, here in District C we think of you 1st And upon the many aisles, with our associates you can converse We will hear what you have to say And do our best to fix it No matter what the problem is, anytime you visit Our associates are the bread and butter They are what keep us so strong Without them working so hard, everything would go wrong We need them, just as much as they need you And as an associate, we promise to stand true. I have witnessed some of my greatest days Just watching how easily my co-workers can amaze From working so hard stocking up a shelf To helping someone who couldn't find something, never thinking of themself We don't just work for the money, for it goes much deeper The pride of our associates, each one is a keeper So my fellow patrons, on your next visit, don't forget Our associates will do anything to help you, because that's the bar that we set.
KROGER’S EMPLOYEE ASSISTANCE PROGRAM Kids excitedly watch as the clown creates balloon animals.
Amber Flegal, Cheyenne Boyce and Michelle Ennis, from store 371, Fuquay NC, treat themselves to some cotton candy.
District Manager Shannon Toth with Grand Prize Winner James Bond, Head Meat Cutter at Store 324, Garner, NC.
Tiffany Revels, Store 331, Durham NC, showing off her dance moves!
Kroger recognizes that everyone needs a little help now and then, so our company is proud to offer an Employee Assistance Program (EAP) to all associates. This program gives standardized levels of care to all associates at no cost. Magellan, an industry leader in providing Employee Assistance Programs is our program’s provider. For example, the new Kroger EAP offers support for issues related to: • Stress issues created by working various shifts • Stress caused by dealing with difficult customers • Relationship problems • Drug and alcohol issues, including help if a member of the family has a problem • Anxiety • Parenting concerns • Depression • Grief • Any issue including those not covered by your mental health benefit through your insurance plan
Our EAP program includes many features, such as: • 24/7 access to services (telephonic and website) • Crisis intervention and stabilization for the aftermath of traumas such as robbery, death of an employee or natural disasters • Dependent care issues, such as referral to daycares • 1-6 EAP session model where members can receive six counseling sessions per problem per year at no cost to them We continually strive for new and better ways to serve our associates’ healthcare needs. The EAP Program is just one more way to show you that we think our people are great! For more information, call 1-800-547-1442.
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“Spencer” the Dispenser Store 322 in Vinton, VA has an exceptionally productive Pharmacy. Pharmacy Manager Beth Johnson and her team fill an average of 3,200 prescriptions per week, with average weekly sales of $124,000! On June 18th, Beth, Staff Pharmacists Chris Steffen, Kristen Hamrick, Kayla McFaddin-Dye, and the Pharmacy Technicians Chris Koon, Division Pharmacy Merchandiser; Jane Jones, District C Pharmacy Coordinator; and Beth Johnson, Pharmacy Manager, with Spencer.
“My company does a good job of improving efficiency.”
excitedly awaited the arrival of their newest staff member, “Spencer.” Spencer, a Parata Max, is an automated dispensing robot with high counting speed and high storage capacity for filling prescription medications. Spencer has the ability to count, fill, label, cap, sort, and store hundreds of prescriptions efficiently. The Parata Max has a digital computer enhancement with unique barcode scanning technology that guarantees 100% accuracy for drug and strength. 322’s Pharmacy Staff were so excited about the arrival of their new Parata Max that they held a contest to name the Division’s first medication dispensing robot. The team chose “Spencer”, Spencer the Dispenser. Using Spencer is simple, the staff merely loads inventory into individual locking cells. The locking cells ensure safety and security of the medication. That’s it! Since the addition of “Spencer” the Pharmacy has seen less wait times, faster workflow, and a dispensing efficiency that is improving not only customer service, but associate satisfaction as well. The Parata Max is averaging approximately 55% of product dispensing. The Parata Max allows the staff to have more time to spend with their patients, giving them a more personal and engaging experience. Spencer is helping customers feel they “Get What They Want, Plus a Little.”
District B: “’B’ at the Bridge”. District B Associates received a 48 hour pass to all Natural Bridge attractions: the bridge, caverns, wax museum, cedar creek trail, Native American village, “Jefferson’s Playground”, and the butterfly garden. Associates relished in a hamburger/hotdog lunch, face painting, caricaturists, a DJ, and even witnessed a fellow Associate’s proposal to his girlfriend!
Mitchell Holland, Store 350, Martinsville, VA, proposing to his fiancé and….SHE SAID YES!
Face Painting!
Glen Irvine, Meat Manager 404, Lexington VA; Amy Irvine, Store Manager 343, Staunton VA, and her son Joey; Corri Rhodenizer, HRC; Owen, Devyn (youngest volunteer, 6 years old), and Aiden exploring the caverns.
District C: “Take C Out to the Ballgame” was held at Salem Memorial Baseball Stadium. Activities included a pre-game tailgate, raffles, live music, face painters, caricaturists, bounce houses, climbing wall, orbiter, whiffle ball, and of course the baseball game.
Beth Johnson and Chris Steffen, Staff Pharmacist, proudly stand next to “Spencer.”
JAMIE’S CUSTOMER 1ST CONSULTATIONS
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amie Remines, District C Clinical Coordinator recently placed 5th in the enterprise for completing Medication Therapy Management Services with our service provider, Mirixa. Medication Therapy Management Services, also known as MTM, are sessions provided by the pharmacist that assists the patient with medication questions and concerns. During these consultations the pharmacist ensures the patient is taking medications as prescribed, verifies the patient is following health and wellness guidelines, and checks into related problems such as adverse reactions to medications. Mirixa is the intermediary that facilitates the valuable interaction of MTM between health plans and their members (our
customers) through the community pharmacists.
Michele Fountain, Division RX Clinical Coordinator, presenting Jamie with a Key for her accomplishment.
Jamie started as a pharmacist in May 2009 and was promoted to District Clinical Coordinator in June 2012. In the first six months of 2013 Jamie completed 77 customer medication interventions earning her the 5th place spot in the enterprise. Jamie is the first from our division to be ranked on this list. This is a tremendous accomplishment and shows Jamie’s dedication to our Customer 1st Strategy. These medication counseling services are beneficial to both the customer and the company because they increase both customer engagement and sales. With Jamie’s focus on customer medication interventions she is building customer loyalty and trust, she is making a Kroger customer for life.
“My immediate supervisor recognizes me when I do a good job.” “This company values my contribution .” 20 I great people
Jill Byrd, a cancer survivor and Deli associate at Store 364, Daleville, VA, throwing the first pitch!
District E: Tri-cities Associate Appreciation Day included activities such as swimming, paddle boats, face painting, hula hoop contest, games, inflatables, horse shoes, corn-hole, fishing, and a cookout. Charleston Area Associate Appreciation Day was held at the Putnam County Park and Wave Pool. There, associates could partake in swimming, miniature golf, volley ball, a cookout, corn-hole, fishing, inflatables and games for the kids, a sweet tooth baking challenge, and a canned food drive to support the local Food Bank.
Jade Campbell, Pharmacy Tech at 402, Blacksburg, VA, singing the National Anthem.
Rock climbing wall.
Jenny Helbert, CoManager at Kingsport, TN, and her flavorsome assortments from the grill
Paddle Boats.
Mike Davis, District Manager, enjoying bubble time with an Associate’s daughter
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District F held 3 Associate Appreciation Events. Parkersburg Appreciation Day was at DuPont Park. Associates participated in basketball, free throw competition, softball game between stores 752 and 753 (where 752 walked away victorious), swimming, horse shoes, corn-hole, inflatables, obstacle course, jousting, and a cookout! Clarksburg Appreciation Day was at the Fairmont WaveTech Pool. Activities included basketball, mini golf, volleyball, corn-hole, swimming, and a cookout! Beckley Associate Appreciation Day was held at the WV Miners baseball game of the Appalachian League, where everyone received a treat bag and dinner provided by Dickie’s BBQ!
Kroger Merges with Harris Teeter
Kroger recently announced a new merger agreement with Harris Teeter Supermarkets.
Tim from 688, Clarksburg WV, John from 722, Buckhannon WV, and Rick from 787, Weston WV, catching some rays at the wave pool.
Gary Coleman, Store Manager at 776, Marietta OH, goes up against his son Shaun!
District G had two events for their Associates. The first was held at Little Island Park where associates joined in on fishing, swimming in the ocean, a cookout, and beach volleyball. For some associates this was their first trip to the beach. We are delighted they made that first memory with their Kroger family! The second Appreciation Day was at the Richmond Flying Squirrels baseball game, in which the Squirrels won 6 to 3. The night ended with a firework show!
Children collect seashells along the shore.
Wayne Davis, District G Produce Coordinator, on the grill.
Harris Teeter, based in Matthews, N.C., in the Charlotte area, operates 212 supermarkets in eight states primarily in the Southeastern and Mid-Atlantic United States, and the District of Columbia, employing more than 25,300 associates. Together, Kroger and Harris Teeter will operate 2,631 supermarkets and employ more than 363,300 associates across 34 states and the District of Columbia. Harris Teeter is a strong merchant and we expect to grow their franchise just as we expect to continue to grow Kroger’s franchise. There are no plans to close stores, and associates will continue to have employment opportunities with both companies. Until the transaction closes, Kroger and Harris Teeter will continue to run their own stores and facilities as usual. They will operate as a subsidiary of Kroger from their current headquarters office. Key members of their senior management team will continue to run Harris Teeter. Upon receiving regulatory approval, we will have teams from both organizations developing work plans to bring out the best of both companies. We take integration very seriously and will work hard to capture all the benefits of this merger for our associates, our customers, and both companies. As mentioned, Harris Teeter operates in several markets; many of these markets are growing faster than the national average. A few of these markets are homes to both banner stores. There have been no specific plans about what will happen in these markets.
There are several possible options; including continuing to operate both banners as we do today in some markets, such as Los Angeles with Ralphs and Food 4 Less. Kroger expects to achieve annual cost savings of approximately $40 million to $50 million over the next three to four years. Much of the savings is expected to come from the benefits of Kroger’s scale. It is also anticipated that the merger will add between $0.06 and $0.09 to net earnings per diluted share in the first full year after the merger, excluding transition and transaction expenses. Kroger has respected the Harris Teeter organization and leadership team for many years. The company is known for its friendly and talented associates, clean stores, outstanding customer service, and high-quality perishables and prepared foods, all of which match with Kroger’s values and Customer 1st commitment. This merger should allow for strengthened connections with customers through an expanded market area. This is an exciting opportunity for both businesses. Kroger looks forward to both companies learning from each other and combining the best of each. Both companies share a passion for people, for associates, and for customers. As Chairman and CEO, Dave Dillon said, “For Kroger, this merger isn’t about getting bigger; rather, it’s about getting better. It’s yet another big step in our Customer 1st journey.”
1,300 Associates and their families cheering on the Richmond Flying Squirrels.
“In my work area, people are recognized for a job well done.”
The Operations crew also held an Associate Appreciation Day at the Visa Sail Club in Smith Mountain Lake, VA. Thirty-five were in attendance from the Retail Operations staff and Mail Room staff, along with their families. Vice President of Operations, Mitch Alm, grilling up burgers for everyone!
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“Management at my company does a good job of explaining the reasons behind major decisions.”
Joyce Jewell, Jennie Pratt and family, and Rob Blackley enjoying a boat ride on the lake.
Dan Campos has been an associate with Kroger since August of 2000, after the acquisition of Farm Fresh in Richmond, VA. Dan has worked as both a Grocery Manager and a Back Door Receiver at Store 512, Midlothian, VA., for his thirteen years with the company. Dan enjoys working for Kroger and is often called “great” by many of his co-workers. Dan’s response? “The only reason I’m great is because I work with great people.” Dan, a member of the military for 20 years, was recently selected to be featured in the Virginia Heroes column in the Richmond Times-Dispatch. Virginia Heroes is a weekly column, which is dedicated to honoring Virginia’s veterans. This is a copy of the article written about Dan and his years of service to our country.
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Great People is published for the entire Kroger family of companies by the Associate Communications Department. This is your publication – we want to hear from you! Send your feedback and article ideas to associate.communications@kroger.com or phone 513-562-5029.
U O Y E K I L E L P O E P T A E R G R O F N
Smith's operates the company's first store with solar power.
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With $76M in sales in 2012, wine outsells all milk and the entire Dairy department at QFC. In fact, Adult Beverage is its number three department.
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Top Value Stamps was created by Kroger and non-competing chains in 1955. Customers received stamps based on their purchases, which could be collected and redeemed for gifts and household items. We sold the business in 1978.
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When the Columbus Bakery opened in 1927, the entire city of Columbus, Ohio was invited to take a tour and get a free loaf of bread. Sweet deal!
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Our first experimental checkout scanner was put on display at the Smithsonian Museum.
130Years
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The Louisville Division will always be known as the home to the first Kroger Leadership Summit.
A U G U S T
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Manufacturing plants produce enough gallon jugs of milk a year that if lined up, they would circle the Earth almost five times, and if stacked, would reach to the moon and back.
CELEBRATES
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Although King Soopers is mainly located in a health-conscious state, they consistently rank at or near the top for sales of cigarettes and donuts. Not as surprising, they also rank at or near the top for sales of natural and organic products.
KROGER
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Southwest was the first division to operate in-store pharmacies.
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Founded in 1863, Jay C is the oldest banner in the company. As a matter of fact, Abraham Lincoln was president when the division opened its first store.
SPECIAL ANNIVERSARY EDITION
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Kroger operated a trout farm from 1982 to 1985 in rural Arkansas.
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Fry’s has been the top division in Associate Engagement for two consecutive years.
GREAT PEOPLE
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Recognizing the growing popularity of cars, Ralphs introduced the first store parking lot in 1928.
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The Cincinnati Division is home to the largest Kroger banner store, a Marketplace store checking in at 147,000 square feet.
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C The Great People newsletter is printed on 50% total recovered fiber, 25% postconsumer fiber (Forest Stewardship Council certified).
TRANSFORMING THE CUSTOMER EXPERIENCE “
Welcome to a special edition of our Great People magazine. This issue is meant as a celebration, and these days we have a lot to celebrate: 38 consecutive quarters of positive sales, the growth of our company and the reason for this issue, the 130th anniversary of The Kroger Co. I like to think Barney Kroger himself could not even imagine the way his company would grow and develop, from one store in Cincinnati 130 years ago, to 2,419 supermarkets in 31 states under two dozen local banners with 343,000 great people today; not to mention hundreds of convenience and fine jewelry stores, fuel centers, manufacturing plants and distribution centers. It is our rich history, celebrated on these pages, that has made us into the largest traditional grocery retailer in the nation.
In 1893, Ralphs adds convenience for customers with home delivery of groceries by horse-drawn carriage. By 1908, Kroger boasts a fleet of 200 horses and wagons. Five years later, Kroger’s horses are replaced with 75 Model T trucks. In 1972, Kroger becomes the first grocer to test scanners at checkout, a breakthrough system designed to shorten customer wait time. Reducing time in checkout lanes continues to be a focus – today our average customer spends less than 30 seconds waiting in line. In 1981, Natural Foods departments first open in Kroger stores, offering customers healthy choices. The departments represent a new step in emerging food trends and lay the groundwork for such innovations as the Simple Truth brands.
I especially like this edition of the newsletter because it shows how our different divisions, departments and banners have all touched our company. Dave Dillon, Chairman and CEO In fact, Ralphs turns 140, and our oldest banner in the company, Jay C, rings in 150 years of service this year. In this issue, you will find highlights of our 130 years in business, vintage photos, a timeline showing our growth and evolution and more. Finally, I would like to take this opportunity to thank you – our associates. Whether you have been here for 40 years, one month or anywhere in between, you have made a contribution to making this a great company.
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Since joining the company in 2011, Nikki Williams, a co-manager at Kroger store #449 in Richland, Miss., has seen firsthand how Kroger treats its customers, its communities and its associates.
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I have seen Kroger give back. At our store, we participate in quite a few community events, including a toy drive during the holidays, veterans’ events and back-to-school supply events. We also box 3,000 meals for elderly families. That is commitment. It is about helping others and having a good time. I came to Kroger because I love people and immediately felt like this
In 1905, during a particularly severe winter, Kroger donates 300 loaves of bread a week to the poor and begins a tradition of helping neighbors in need.
In 1997, King Soopers develops and introduces the company’s first loyalty card, which is later expanded across the Kroger family of companies. In the early 2000s, The Kroger Co. develops its Customer 1st strategy, which keeps the customer at the center of how we run our business and, based on customer feedback, invests in four key areas of our business – people, prices, products and shopping experience. Searching for a way to expand the effectiveness of the loyalty card program, in 2003, Kroger forms a partnership with U.K.-based dunnhumby. With dunnhumby, we have been able to better understand our customers and provide a more personalized shopping experience, which in turn builds customer loyalty.
These pamphlets were distributed to associates in the 1940s.
In 1928, Fred Meyer establishes the Annual Holiday Express donation to support charitable organizations.
In 2000, Kroger is chosen by the Feeding America network as “Retailer of the Year,” an honor received five times in seven years. Today, we donate the equivalent of about 200 million meals annually – including much-needed perishable food items. In 2007, Kroger joins the Billion Dollar Roundtable, a forum of 18 corporations that spend $1 billion or more annually with minorityowned and women-owned business enterprises.
August 2013: Special Anniversary Edition
August 2013: Special Anniversary Edition
Packaged oysters from the 1920s.
Nikki Williams
was going to be the perfect position because you are always meeting new people. I make it my business to speak to my associates individually every day to let them know that I care about them. I think it is important to show our associates that we do care about them. Hopefully that rubs off on them when they speak to our customers.
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In 2010, to recognize the sacrifices of U.S. troops, Kroger begins the Honoring Our Heroes program. More than $7 million has been raised for the USO programs. We actively invite veterans to join the Kroger family. More than 17,000 veterans have become associates since 2009. In 2011, The Kroger Co. is named the "Most Generous Company in America” by Forbes magazine. Today we contribute $250 million annually in funds, food and products to the communities we serve.
In 1995, The Kroger Co. launches a formal safety initiative to emphasize the importance of keeping our associates safe. By focusing on changing potentially dangerous behaviors, we are successful in reducing the overall accident rate in stores and manufacturing plants by 76.3% by 2012.
Corporate Brands of Years Gone By:
Coffee packaging from the 1930s.
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DOING WHAT’S BEST FOR CUSTOMERS,COMMUNITIES AND EACH OTHER
In 2013, for the first time in Kroger’s 130-year history, leaders from across the company come together in one location at the Kroger Leadership Summit. The meeting lays the foundation for the future of Kroger and reminds us that I, You and We Make a Difference.
Frozen orange juice in the 1960s.
Canned nuts from the 1970s.
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GROWING OUR BUSINESS District 6 Manager Lance Kawamura started with Fred Meyer in 1996, and was a home lead assistant manager when the company merged with Kroger in 1999.
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Leading up to the merger, we speculated with one another that something ‘big’ was going on. When official word of the merger first came out, there were many questions. Some of us wondered if Kroger would switch the management teams out to their associates and when they would change the Fred Meyer signs on the building to Kroger. Lance Kawamura I have heard many store associates comment on how they feel Kroger did a great job thoroughly assessing Fred Meyer to have an understanding of the company, prior to beginning an official ‘transition.’ I am proud to say I work for both Kroger and Fred Meyer. Now I understand how having many different banners not only differentiates our company, it allows us to have a competitive advantage in multiple ways such as buying power, recruiting talent and gaining market share. Being part of The Kroger Co. gives me the sense that I am part of something great.
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In 1901, Kroger becomes the first grocery store in the nation to operate its own bakery, and then the first to offer meat and groceries under the same roof.
In 1930, The Kroger Food Foundation is established, making Kroger the first grocery company to scientifically test food products. In 2012, the company’s longstanding commitment to food safety and quality earns The Kroger Co. The Black Pearl Award.
In 1931, Fred Meyer advances the idea of one-stop shopping by introducing general merchandise and apparel in stores.
In 1975, Fred Meyer better serves customers’ personal financial needs by opening the first savings and loan in a supermarket. In 1983 and 1999, The Kroger Co. grows by a powerful combination of strong regional banners, giving the company the benefits of size without losing the local touch. Major mergers with Dillon Companies, Inc. and Fred Meyer, Inc. are built on mutual respect and shared values. A 1948 publication celebrating 65 years of Kroger.
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Paul Brown, a receiving clerk at store #922 in Lancaster, Ohio, joined the company on November 6, 1956, and has never left. So how has Kroger changed over his nearly 60 years?
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In 1902, after less than a decade in business, Kroger grows to 40 stores and $1.75 million in annual sales, and the business is incorporated as The Kroger Grocery and Baking Company. In 1928, Kroger becomes a public company.
In 1973, Fred Meyer ventures into the world of fine jewelry. Today, Kroger is the third-largest jewelry retailer in the nation.
Putting the customer first, even in the 1950s. This ad guarantees "Friendliness.... A Smile Wide!"
LISTENING TO OUR CUSTOMERS TO REINVENT THE GROCERY STORE
I was buying a sack of groceries at Kroger one night, and I asked the manager if he could use any part-time help. He said he could use someone for six months. That was on Monday. He called me on Tuesday and said, ‘Come to work.’ There are a lot of things that have changed over the years. Prices and wages went up, we carry more products and our stores are much larger now. Lancaster first Paul Brown had four or five small stores, then they built one supermarket where I worked my first 22 years. I thought that was a big store. Until they built the one I am at now, and I really noticed how much the stores have grown. One thing that hasn’t changed is how we treat the customers. We have always put the customers first, that was always our biggest thought. I enjoy working with them. I try to smile and keep them happy every day. And I have done pretty well for myself with Kroger.
A look inside a 1920s store. A tad smaller than today's marketplaces.
August 2013: Special Anniversary Edition
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In 1959, the company conducts “Kroger Calls,” door-to-door interviews, led by company executives. The approach is so novel it’s featured in The Saturday Evening Post. In the 1970s, Kroger becomes the first grocer to formalize consumer research, interviewing 4,000 shoppers the first year. In 2012, we listened to more than 1.9 million customers, who provided invaluable feedback and insights. In 1961, Kroger establishes the first pharmacies side-by-side with Kroger stores. Today, there are more than 1,900 pharmacies in the Kroger family of companies. In 1979, Kroger opens floral shops. Today, Kroger is the world’s largest florist and the Mid-South, now Louisville, Division provides the annual garland used to “crown” the champion of the Kentucky Derby. In 1998, following the lead of our C-Stores group, Kroger opens its first supermarket fuel center in the former Mid-South Division. Today we operate 1,182 fuel centers. Before QueVision, there were National Cash Registers. This 1957 advertisement promises faster checkout and highlights "Another service to our customers...National Cash Registers that figure your change!"
August 2013: Special Anniversary Edition
Coca-Cola helped celebrate our 100th anniversary in 1983 with these commemorative bottles.
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The Growth of the Kroger Family Rodney McMullen, President and COO
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It is exciting to look back at our history and see our accomplishments, milestones and mergers. I have always been amazed with how all these different companies have come together to form one fantastic family! To me, this timeline is how we ‘mark our heights against the wall.’ We can see how our family has grown together, as families do, from our oldest member – Jay C – to the newest – Axium Healthcare Pharmacy – and everyone in between. This issue also highlights an achievement that really stands out to me – our amazing financial growth. It took 118 years to become a $50 billion company, and just another
1907 1863 Swiss immigrant John C. Groub opens his first store in Rockford, Indiana. The first store under the Jay C name opens in 1928.
1873 George Ralphs opens his first store in Los Angeles, establishing the oldest supermarket chain in the western U.S.
The first Kroger store opens in Columbus, Ohio, the foundation for the Columbus Division.
1883 Barney Kroger opens his first store in Cincinnati.
1922 Fred Meyer opens his first store in Portland, Ore.
Kroger opens its first official warehouse. Since 1955, we have opened or significantly remodeled more than 20 facilities, creating our Logisitics’ state-of-the-art distribution network.
1909 The Kroger Co. of Michigan is incorporated, providing the foundation of the Michigan Division. 14 I great people
1935
Barney Kroger opens the first Kroger store in Indianapolis, expanding his growing chain beyond Ohio and providing the foundation for the Central Division.
Kroger acquires 25 Piggly Wiggly stores in Atlanta, providing the foundation of the Atlanta Division.
1928
1924 Joseph Prinster and his four sons open their first City Market store in Grand Junction, Colo.
1929
1913
1890s
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1924
Kroger opens its first store in Paris, Arkansas, the foundation for the Delta Division. Kroger enters Kentucky by purchasing 108 Piggly Wiggly stores, the foundation of the MidSouth Division.
J.S. Dillon opens his first store in Hutchinson, Kansas.
1925 Kroger debuts its first Manufacturing facility on State Avenue in Cincinnati. Today, our Manufacturing department manages 33 plants that produce dairy, bakery, beverage, deli and other specialty items for our Corporate Brands labels.
Kroger acquires 92 stores from the Roanoke Grocery & Milling Co., founding what would become the MidAtlantic Division.
1952
August 2013: Special Anniversary Edition
1975 1980
2012
Sales exceed $96 billion
2001
Sales surpass $50 billion
1980
Sales top $10 billion
1975
Sales exceed $5 billion
1952
Kroger sales top $1 billion for the first time
2001 2012
Companies, Inc. and The Kroger Co. 1983 Dillon merge. Dillons, King Soopers and City Market stores give Kroger a presence in the western U.S., transforming the company into a national retailer.
2003 The Little Clinic is founded in Louisville, Ky.
2003
1955
1960
Kroger acquires Henke & Pillot, Inc. in Houston, Wyatt Food Stores in Dallas and Childs Big Chain, establishing the Southwest Division.
Jack Croco merges his store with four Thriftway stores in Bellevue, Wash. In 1963, the company officially adopts the Quality Food Centers (QFC) name.
After seeing an opportunity to enhance the financial world by offering personal money-management solutions with a Customer 1st approach, Kroger Personal Finance is launched. KPF would grow to include the REWARDS® Visa® Card, Gift Cards, Money Services, Financial Services and Wireless Telecom.
1947
1960
Lloyd King opens the first King Soopers store in Arvada, Colo.
Dillons opens its first Kwik Shop convenience store. Today, the CStores group, based in Hutchinson, Kan., operates nearly 800 stores under five banners: Kwik Shop, Loaf ‘N Jug, Quik Stop, Tom Thumb and Turkey Hill Minit Markets.
1932 Lorenzo J. Smith opens his first grocery store in Brigham City, Utah.
OUR FINANCIAL GROWTH
11 years to almost double that. We closed 2012 as a $96 billion-plus company. A $46 billion increase in only 11 years. Wow! This is made possible by the work of each of you, our great people. I’m excited about where we’re headed together.
1960 Brothers Donald and Charles Fry expand their grocery business from the San Francisco Bay area to Arizona, opening the first Fry’s Food Store in Phoenix. August 2013: Special Anniversary Edition
2012 Axium Healthcare Pharmacy joins the Kroger team, offering drug therapies and patientsupport services to treat chronic, genetic and complex medical conditions.
1988 The first two Food 4 Less stores open in California.
2013 The Mid-South Division is separated into two divisions: Louisville and Nashville.
1999 Fred Meyer, Inc. and The Kroger Co. merge to create the nation’s largest retail grocery company. The merger expands and enhances the Kroger family with well-run stores and new geographic reach. great people I 15