The Shelby Report of the Southwest 2024 Retailer of the Year
President: ‘We’re not real flashy, we just work hard,' achieve good results
Like many who grew up in family-owned and -operated grocery stores, Crest Foods President Bruce Harroz got his start in the business at an early age. He was just 12 when he began working in his father’s store in Midwest City, Oklahoma, part of the Oklahoma City metro area.
“The apron was too long, so my dad tied a knot in it at the top and then would fold it over and bring it up. I used a milk crate to stand on to check because I was too short.”
His dad, Nick Harroz Jr., paid him 50 cents an hour and told him he could work as many hours as he wanted, “just write it down on a piece of cardboard,” Harroz recalled. He said that was life growing up in the grocery business.
He never veered from the grocery path, returning to his father’s store after college.
“Ever since I was a little kid, I wanted to do what my dad was doing. I wanted to be in the grocery business,” he said.
He and his older brother, Gary, grew up in the business. Gary Harroz left for a while then returned. He was killed in forklift accident in 1982.
“You know, your parents are never going to get over that. We just started working harder so we wouldn’t have to think about it,” Harroz said.
The Harroz family legacy is one of hard work, dedication to customer service and a strong sense of community.
“The values instilled by my parents and my grandparents, such as treating customers like family and maintaining high standards, continue to guide the business,” Harroz said. “This legacy is about more than just running a grocery store; it’s about being a reliable and trusted part of the community.”
Growing grocer
Harroz was named president of the Oklahoma Citybased company in 1999. At the time, Crest Foods operated
three stores in the metro area.
From 2002-05, three more stores were added. Two of them were former Homeland stores that had closed. Crest Foods purchased the buildings and remodeled the locations.
In 2010, the company built store No. 7 from the ground up. The 105,000-square-foot location was named Crest Fresh Market, a slight change from the Crest Foods name. In 2013, another store was built in Norman, at 103,000 square feet.
The ninth store was constructed in Yukon, Oklahoma, in 2020, followed in 2023 with a new site built in Edmond, Oklahoma.
Harroz said Crest Foods is planning to build a store in north OKC in three to five years. “We’re waiting on the economy to get a little better,” he said.
Crest Foods also owns three warehouses. This allows Please see
the company to buy direct from manufacturers.
“It helps us be more competitive, because we’re in a very competitive market,” Harroz said. “We own all of our facilities. We don’t pay rent. My grandfather’s motto was ‘Stack it High – Sell it Cheap!’ That’s been our motto.”
The company now has about 2,350 employees, many of whom have been with the grocer long-term.
Strategy and vision
Harroz said Crest Foods’ long-term vision and mission are centered around maintaining its commitment to
2024 Southwest Retailer of the Year
providing quality products at competitive prices while continuing to serve its communities with exceptional customer service.
“We aim to expand our reach and our impact, ensuring that we remain a trusted and beloved grocery store for generations to come,” he said. “Our mission is to uphold the values of family, community and dedication to excellence that have been the cornerstone of our success since 1946.”
One of the company’s biggest challenges today is maintaining its low prices.
“After all the inflation and price increases, it’s a fight to
get those prices down like we used to have,” Harroz said. “We’re known for low pricing, and we’ve got buyers that take good care of us.”
He added that Crest Foods works with some companies to buy close-dated products, which it offers as special deals to customers.
“We have enough volume that we can sell it out in three weeks, and it won’t disturb the rest of our category,” said Harroz, adding that their customers “love those half-price deals.”
Crest Foods does not have a loyalty program and does not advertise, depending on word of mouth. “It takes a little bit longer, but it’s solid,” Harroz said. “No games and no gimmicks.”
Even without a loyalty program, Crest shoppers are loyal. Harroz noted they have several generations of customers who shop with Crest Foods.
“We’re not real flashy, we just work hard and hopefully get some good results,” he said.
Labor continues to pose a challenge for the company. Harroz said butchers are “a dying breed. It’s hard to find them. You almost have to train them yourself. That seems to be more successful.”
He also said they are beginning to cut back on sackers by having cashiers sack the groceries at the check stand.
“We’re going to promote the sacker to cashier, where they can make more money. We feel like we can pay the cashiers more if we don’t have sackers and get better quality,” Harroz said. “That’s what we’re doing, and it seems to be working out.”
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2024 Southwest Retailer of the Year
1929-2024: Hard work, discount prices, clean stores, friendly customer service
In 1929, Crest founder Nick Harroz Jr.'s father, Nicola Harroz Sr., opened the family's first grocery store, Fairview Grocery, at Southwest 29th and Agnew in Oklahoma City. His father taught him to “Stack it High – Sell it Cheap!”
In the military
After graduating from Capitol Hill High School, Nick Harroz Jr. joined the U.S. Navy Air Corps. He was commissioned as an officer and trained fighter pilots.
Following the end of World War II, he returned to Oklahoma, where he opened his first grocery store, Nick’s Brett Drive Grocery, in Midwest City.
Harroz family
Not long after starting the business, Nick Harroz Jr. married his wife, Cherry, who would remain his partner in every sense of the word for more than 60 years.
On both sides, the couple came from a deep-rooted Lebanese heritage that pushed them to rebuild their lives with freedom. They worked side by side to grow their business and raise their children – Gary, Bruce and Sydney. They were proud that both of their sons decided to join them in the family business.
Grand opening
Nick and Cherry Harroz expanded their family business in Midwest City. In 1964, they moved the operation to a new location in the Ridgecrest shopping center on Reno Avenue. In order to save customers time while writing checks, Nick Harroz Jr. shortened the
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Giving back
Community involvement also is important to Crest Foods. The company supports local schools and charities, along with daily donations to local foods banks.
It also hosts an annual golf tournament to raise funds for the Regional Food Bank of Oklahoma to fight childhood hunger. The event raises between $80,000-$100,000 each year. Crest Foods has sponsored the tournament since 1987.
More than 300 golfers participate in the event, held at Oak Tree National, many of them Crest Foods vendors.
“Vendors and manufacturers come from all over the place,” said Harroz, adding that the donations have helped feed “thousands and thousands of kids.”
store’s name to Crest, derived from the Ridgecrest shopping center. This brought a new image with a fresh start.
Crest has been providing customers with discount prices, clean stores and friendly service ever since the beginning.
Gary Harroz, lifelong VP
In 1982, the Harroz family was struck by the tragic loss of their oldest son, Gary. His father considered selling the business, but to honor Gary's memory, they decided to work harder as a family and persevere.
Gary brought so much life to the store and to those he encountered. His sudden passing was devastating to the Harroz family and the Lebanese community, but they felt his lively spirit in them to continue on.
Much like his younger brother, Bruce, he was dedicated to providing the best to customers. He started working at the company as a young boy with his family and helped create the foundation of what Crest Foods has grown into today.
Third-generation owner
In 1999, Nick and Cherry retired and passed on their company and legacy to their son, Bruce Harroz. Since he has taken over the leadership of the company, he has continued to follow his father’s teachings of belief in hard work, discount prices, clean stores and fast, friendly customer service.
During his ownership, Crest Foods has expanded to 10 locations, with the latest in Edmond upholding his promise for more stores with large varieties.
No matter how much time has gone by, he remains active in the store. His love for the people of Oklahoma is evident in time spent with customers and employees, sacking groceries and leading by example.
Staying strong
Harroz, at 73, sees a bright future for the company. He continues to get out to the stores and can be seen at times sacking groceries for customers. He used to also do some stocking, but a bad back curtailed that activity.
“I’ll get out there and sack with them. I enjoy it,” he said.
Harroz received a kidney transplant in October 2023, but is doing well. He laughingly noted that he timed his surgery perfectly, right as they were opening the new store in Edmond.
“I didn’t have to do anything,” he said. “They did everything.”
While the company has stayed within the OKC metro area, Harroz said they have considered opening a store in Lawton, about 90 minutes away. He noted they try to locate near “great school systems, because that brings the large families that we cater to.”
He said they are open to considering new locations.
“I always say, I feel like I’m going down the highway about 40 miles an hour. I’m not going too fast, I’m not going too slow, just kind of easing down the street. If I see something, I might get out of my car and go get it.”
He continues to follow his father’s playbook, sticking to Nick Harroz Jr.’s “Five Big Reasons Crest Saves You Money on Your Food Bill:”
No. 1: We buy direct from 150 manufacturers and the largest supplier in the state.
No. 2: We do not spend large sums of money on advertising.
No. 3: Low overhead. Pay no rent. Own our own facilities.
No. 4: No games, no gimmicks or expensive frills.
No. 5: Rock bottom prices every day.
Harroz said when his father started in the grocery business in 1946, he “gave away pots and pans and S&H Green Stamps. When he opened up the first Crest store, he said we’re going discount. We’re not going to play any of them games. It’s everyday low prices. And that’s where we’ve been.”
Bruce Harroz
Gary, Nick and Bruce Harroz
Gary Harroz
2024 Southwest Retailer of the Year
Oklahoma City-based grocer will always remain 'Home of Rock Bottom Prices’
Kevin Ergenbright, VP of Crest Foods, has worked with the company throughout his career. He recently shared some of his history and insights into the company, which has been named The Shelby Report of the Southwest’s 2024 Retailer of the Year.
Can you give a brief history of your career in the grocery industry?
Crest Foods was my very first job and has been my only job for the last 48 years. I started as a sacker at age 16. All I knew was to work hard and do everything to the best of my ability.
As you know, in the grocery business when you find a hard worker you latch on to them. Nick Harroz and his two sons, Bruce and Gary, gave me the opportunity of a lifetime and allowed me to rise up in the company. I went from a sacker to backroom, stocker, buyer and, in 1984, store manager. As the company continued to grow, I was promoted to vice president.
Describe your role and responsibilities at Crest Foods
As you know, the grocery business is very much a hands-on business, and at Crest Foods we are no different. I have daily meetings with our corporate team and regularly inspect and fine-tune our store operations. I am
always looking to improve our efficiency in all aspects of our operations.
Having direct communication daily with our corporate team, buyers, merchandisers, store managers, warehouse crews, etc. allows me to share our strategic plans and visions for quick implementation. I am blessed to have such an exceptional management team – that definitely makes my job easier.
How does Crest Foods differentiate itself from other grocery retailers in the market?
There are many things that Crest Foods does that allow us to stand out from other retailers. In 1946, Nick Harroz started his own grocery store. Over time, he established “Five Big Reasons Crest Saves You Money on Your Food Bill:”
1. We buy direct from 150 manufacturers, plus the largest supplier in the state.
2. We do not spend large sums of money on advertising.
3. Low overhead – Pay no rent; own our own facilities.
4. No games, no gimmicks or expensive frills.
5. “Rock Bottom Prices Every Day!”
These were commitments to our customers back then and are still guiding principles today.
Crest Foods is family owned and operated. When shopping a Crest store, you will notice a difference over many retailers due to our large 100,000-square-foot, clean stores. They have wide aisles and a large variety of items to choose from.
Crest has the freshest produce around. Crest has a fresh meat department, with specialty meat, seafood and CAB choice and Prime beef, all of which is cut fresh daily in our stores.
Our bakery, deli and cheese center have some of the freshest and most delicious treats around. Our sushi (made fresh daily) and fresh flowers also help set us apart from other retailers. We offer all of this and more at "Rock Bottom Prices" and with fast, friendly service at the checkout.
What are the key factors that contribute to Crest Foods' success?
The first thing that comes to mind when I think of what contributes to Crest’s success is hard work and dedication.
Nick Harroz was the definition and example of hard work and dedication. He worked seven days a week and very rarely took vacations. Many of the decisions he made in the early years of the business set our company up for the success we have in today’s environment.
To mention a few: We are locally owned and operated and own all our stores and warehouses. We have 10 stores around the OKC metro area, making it convenient to shop at them. We have about 300,000 square feet of warehousing, which allows us to buy direct from manufacturers in all departments.
We “Stack it High – Sell it Cheap!” And finally, two of the most important reasons for our success are
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Kevin Ergenbright
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our outstanding employees, many have been with our company for many years, and our amazing customers, some of whom travel 60, 80, 100 miles to shop our stores.
What are the biggest challenges facing the grocery industry today, and how is Crest Foods addressing them?
We face many of the same challenges that most retailers face in today's environment. The biggest challenges that come to mind are online shopping, home delivery and curbside pickup. We have met the demand for online shopping and home delivery by partnering with Shipt and Instacart.
A few other challenges are economy, labor and increased expenses. Bottom line, faced with all these challenges, we just keep working hard to give our customers those “Rock Bottom Prices.”
What are your key strategies for enhancing the customer experience?
We are always listening to the needs of our customers. We provide our customers with clean stores, wide aisles and a large selection of specialty products in every department. Another popular feature is self-checkout for the customer.
What the customers really like are our popular sales, such as the Crest Anniversary Sale, Summer Savings, Truck Load Produce Sale, Massive Meat Sale and Stack it High, Sell it Cheap Sale.
How do you stay ahead of the curve in terms of
industry trends and consumer preferences?
At Crest, we are always looking for ways to stay ahead of competitors and improve our operations. Since we are very involved in our stores, this allows constant critique of our operations and allows us to adjust quickly.
2024 Southwest Retailer of the Year
We have our own IT department that stays on top of all the latest and greatest ideas in technology. Our business works with Associated Wholesale Grocers, as well as directly with manufacturers to keep us ahead of the market trend.
We have in-store merchandisers that make adjustments daily on new items, item variety and keep our shelves and departments set to perfection.
What are some of the innovative initiatives that Crest Foods has implemented to improve customer satisfaction?
At our core, we are very deeply rooted in the belief, if you find something that works, stick to it. Nick Harroz Jr., our founder, always said, “Stack it High – Sell it Cheap!" So that's what we do.
Digital coupons are additional savings that can be found on our website. Customers love our yearly Hatch Chili Pepper Roasting event, our wine bottle engravings and our Wisconsin Cheese sampling events. When we find something our customers love, we stick to it.
How do you measure and analyze customer feedback to drive continuous improvement?
We at Crest Foods pride ourselves on caring about every email, phone call or letter sent to us. Our teams, both at corporate and store levels, make it a priority to address each and every customer's compliment, complaint or suggestion right away. And customers really appreciates that.
How does Crest Foods contribute to the local community?
Crest is dedicated to consistently demonstrating a strong support for the community and takes pride in contributing to its well-being.
We provide daily donations to local food banks, support and contribute to various schools, churches and other community organizations.
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2024 Southwest Retailer of the Year
Company flexible, focused on delivering the best in both products, services
Chris Merrill, director of non-foods and HBC at Crest Foods, shared some of his history and insights into the company, which has been named The Shelby Report of the Southwest’s 2024 Retailer of the Year.
Can you give a brief history of your career in the grocery industry?
I began my career at Albertsons in Amarillo, Texas, at age 16, initially as a grocery bagger but swiftly progressed to the role of shelf stocker. In 1985, I transitioned to United Supermarkets as a stocker, then produce manager. Subsequently, in 1987, I began the role of assistant manager at Bob's Supermarket, then store manager.
In 1990, my spouse and I relocated to Oklahoma City, where I embarked on my tenure at Crest Foods as a stocker in the Health and Beauty Department. Due to my dedication and proficiency, I was swiftly promoted to department head, subsequently advancing to the positions of category manager and buyer across their three store locations.
As Crest Foods continued its expansion, I was entrusted with additional responsibilities in the Non-Food Grocery category.
Describe your role and responsibilities at Crest Foods.
My role at Crest Foods is health and beauty category manager/buyer, non-food category manager/buyer as well as a member of the executive management group.
How does Crest Foods differentiate itself from other grocery retailers in the market?
We pride ourselves on our commitment to offering "Rock Bottom Prices," a wide array of products, well-maintained stores, friendly and efficient customer service, expedited checkouts to minimize wait times and the highest quality meat, dairy, produce and perishable items.
What are the key factors that contribute to Crest Foods' success?
Crest Foods is committed to delivering quality in both our products and services. We understand the importance of adapting to industry changes in a timely manner and are skilled at pivoting our offerings to meet the evolving needs of our customers. By staying flexible, we ensure that we can provide our customers with what they need while still offering a good value for their investment.
Our dedication to quality and adaptability sets us apart and allows us to consistently meet and exceed customer expectations.
What are the biggest challenges facing the grocery industry today in your categories, and how is Crest
Foods addressing them?
At Crest, we consistently strive to maintain our competitiveness against mass retailers in terms of procuring products in our market. While we have made significant progress, we acknowledge the ongoing challenge of ensuring our shelves remain fully stocked.
To address this, we maintain regular and open lines of communication with manufacturers and suppliers, both locally and, when necessary, beyond our region. This proactive approach allows us to effectively manage our inventory and meet the demands of our valued customers.
What are your key strategies for enhancing the customer experience?
Crest is committed to providing the following for the customer: freshness, convenience, a variety of dietary offerings all while staying in line with competitive pricing and regular promotions to promote the best values and deals we can offer.
How do you stay ahead of the curve in terms of industry trends and consumer preferences for your categories?
To ensure our stores are aligned with current and upcoming trends, we maintain strong partnerships with manufacturers and wholesalers. This collaborative approach enables us to stay informed and adapt our stores accordingly.
Additionally, we prioritize effective and prompt
Chris Merrill
communication with our customers. We actively listen to their concerns, fulfill their requests and promptly respond to their general inquiries.
What are some of the innovative initiatives that Crest Foods has implemented to improve customer satisfaction?
The Crest management team, along with store management and buyers, takes a handson approach in all areas of the business. We believe in leading by example and fostering a culture of teamwork and customer service.
Every member of our team, without exception, is expected to be readily available to assist with tasks such as stocking shelves, bagging groceries and addressing customer needs while shopping.
We prioritize being accessible to our customers, ensuring they feel supported and valued. Our commitment to a collaborative and proactive approach sets us apart and reinforces our dedication to providing exceptional service.
How do you measure and analyze customer feedback to drive continuous improvement?
At Crest Foods, we value our customers' feedback and provide various channels for them to share their thoughts, concerns and ideas. In our stores, we have convenient feedback cards available for customers to fill out while they are
shopping. Additionally, we embrace the digital age by offering online and social media platforms for customers to communicate with us.
While electronic data collection has become more prevalent, we still believe in the power of personal interactions. We measure our success not only through data but also through the number of familiar faces we see returning to shop at our stores.
This emphasis on building lasting relationships and customer loyalty is a vital aspect of our business. We appreciate and encourage feedback from our customers, as it helps us continuously improve and deliver the best possible shopping experience.
How does it feel to be named The Shelby Report of the Southwest's Retailer of the Year? What does this recognition mean to Crest Foods?
Being named Retailer of the Year is a tremendous honor for us. Given the intense competition in our industry, this recognition serves as a testament to our successful strategies and efforts. It signifies that we are on the right track and that our approach resonates with our customers and sets us apart from our competitors.
We are proud of this achievement, and it motivates us to continue delivering exceptional service and maintaining our position as a leader in the market.
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What are some of the social responsibility initiatives that Crest Foods is involved in?
Crest has always been involved in the community and sponsoring our local food banks. For 33 years, we have held a vendor appreciation (Crest Invitational) golf tournament. Some of the proceeds are donated to Oklahoma food banks.
Crest makes a substantial donation to the Hungry Kids of Oklahoma organization every year. We also sponsor Oklahoma University Food Pantry. We are a sponsor for the OU/OSU sports programs. We also have a Crest Ice Skating Rink around Thanksgiving and Christmas in one of our store parking lots.
How does it feel to be named The Shelby Report of the Southwest's Retailer of the Year? What does this recognition mean to Crest Foods?
We have received The Shelby Report for years, and every month we see some of the best retailers in the business. It is exciting to finally be able to be recognized along with them.
We at Crest Foods are deeply honored to be named the Southwest Retailer of the Year. This recognition reflects the hard work and dedication of our entire team.
I want to thank our employees, vendors and most importantly, our customers who have made this possible. We have been proud to serve our fellow Oklahomans for the past 78 years, with many more years to come.
We are committed to providing top-of-the-line friendly service, and we will always remain the "Home of Rock Bottom Prices."
2024 Southwest Retailer of the Year
Recognition as region's top retailer 'testament to all our employees’ hard work’
Jeff Fulks, general manager of Crest Foods, has worked for the company his entire career. He recently shared some of his history and insights into the company, which has been named The Shelby Report of the Southwest’s 2024 Retailer of the Year.
Can you give a brief history of your career in the grocery industry?
I started working at Crest in Midwest City, Oklahoma, as a sacker in 1991. From 1991-97, I was promoted through different departments, learning all the aspects of the grocery business.
In 1997, I was relocated to our new store in Edmond, where the owner, Bruce Harroz, took me under his wing and taught me how to order reset grocery aisles, how to purchase truckload products from manufacturers directly to our warehouse, along with managing our direct store delivery vendor partners. I was promoted to general manager in 2008.
Describe your role and responsibilities at Crest Foods.
My current responsibilities as general manager and DSD buyer are managing our direct store business, directing our fresh procurement teams on profitability and inventory management and working with our corporate team to execute our business and sales strategies with our store management and procurement team. In addition, I supervise our merchandising team on SKU and shelf management, along with store display and merchandising.
How does Crest Foods differentiate itself from other grocery retailers in the market?
Crest Foods differentiates itself by providing customers with a fast, friendly shopping experience, offering clean stores, wide aisles, well-stocked departments and high-quality fresh departments. Crest offers rock bottom prices every day, along with great customer service.
What are the key factors that contribute to Crest Foods' success?
Key factors that contribute to Crest Foods’ success are staying true to our disciplines instilled in us by our founder, Nick Harroz Jr. Also, staying on the cutting edge and trends in grocery industry.
What are the biggest challenges facing the grocery industry today, and how is Crest Foods addressing them?
The grocery industry faces several challenges today, including rising operating costs and the growing demand for online shopping.
Crest is addressing these challenges through strong negotiations with suppliers to keep our prices down and competitive for our customers. Crest Foods also has adapted by offering online delivery services like Instacart and Shipt.
What are your key strategies for enhancing the customer experience?
My key strategies for enhancing the customer experience are visiting other retailers and attending food shows to pick up new ideas and strategies to implement in our stores.
How do you stay ahead of the curve in terms of industry trends and consumer preferences?
Meeting with manufacturers and vendors to discuss current customer trends and shopping habits.
What are some of the innovative initiatives that Crest Foods has implemented to improve customer satisfaction?
Crest has implemented a customer comments section on our website, along with our social media platforms, to engage with our shoppers to expedite response for customer satisfaction.
How does Crest Foods contribute to the local community?
Crest donates to the local food bank and local charities throughout our different communities.
What are some of the social responsibility initiatives that Crest Foods is involved in?
We actively support local community programs, including food banks, shelters and educational initiatives.
How do you balance business growth with social and environmental responsibilities?
We implement sustainable practices in our operations, such as reducing energy consumption, minimizing waste and promoting recycling.
How does it feel to be named The Shelby Report of the Southwest's Retailer of the Year? What does this recognition mean to Crest Foods?
Being named Retailer of the Year is a proud honor for Crest. This recognition is a testament to all our employees’ hard work and dedication to excellence.
Jeff Fulks
Honor highlights commitment to quality, innovation, community involvement
Kevin Jones is a general manager for Crest Foods. A long-time employee, he shares some of his insights as the company has been recognized as The Shelby Report of the Southwest’s 2024 Retailer of the Year.
Can you give a brief history of your career in the grocery industry?
I have worked for Crest Foods for the past 39 years. I started as a sacker at the age of 16 and have worked in all departments. I am now one of the two general managers.
Describe your role and responsibilities at Crest Foods. As a general manager, I help train all store managers, help with buying in multiple departments, handle store walk-throughs, help control payroll, attend all corporate meetings, and in general make sure all stores are running smoothly.
How does Crest Foods differentiate itself from other grocery retailers in the market?
Crest Foods distinguishes itself from other grocery retailers through several key strategies:
Unique store layout and experience – Wide aisles and organized shelves; clean and well-organized stores enhance the shopping experience.
Competitive pricing and discounts – Low prices: Crest Foods offers competitive pricing on staples and specialty items. It also offers weekly sales and promotions.
Quality meat and produce – High-quality meat: Crest Foods sources premium meats from reputable suppliers. Fresh produce: Sourced locally and regionally to ensure freshness.
Specialty and gourmet options – Unique products for discerning customers.
Community involvement – Local partnerships: Supports local businesses and suppliers. Charitable initiatives: Participates in community events and fundraisers.
Convenience services – Pharmacy services: Select locations offer pharmacy services. Delicatessen and bakery: Freshly prepared foods for convenience.
These factors contribute to Crest Foods’ distinct market position, attracting customers seeking unique shopping experiences and quality products.
What are the key factors that contribute to Crest Foods’ success?
Crest Foods’ success can be attributed to several key factors:
1. Quality products: We consistently offer high-quality products that meet customer expectations. This builds brand loyalty and trust.
2. Strong brand identity: We have a recognizable and
trusted brand, which helps in maintaining a strong market presence.
3. Effective marketing: Our marketing strategies effectively communicate the brand’s values and product benefits, attracting and retaining customers.
4. Customer service: Excellent customer service ensures customer satisfaction and repeat business.
5. Supply chain efficiency: Efficient supply chain management helps in reducing costs and ensuring product availability.
These factors combined contribute to Crest Foods’ ongoing success.
What are the biggest challenges facing the grocery industry today, and how is Crest Foods addressing them?
Key points about challenges and Crest Foods’ approach:
Inflation and price pressure: With rising food costs, Crest Foods is using strategies like price optimization, private label products and promotions to maintain affordability for customers.
Supply chain disruptions: To combat potential stockouts due to supply chain issues, Crest Foods may be focusing on local sourcing, building stronger relationships with suppliers and improving inventory management systems.
Labor shortages: To address labor issues, Crest Foods could be implementing employee retention
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Kevin Jones
programs, competitive wages, flexible scheduling and training initiatives.
E-commerce competition: Crest Foods is expanding its online ordering and delivery options to compete with other grocery delivery services. We have Shipt and Instacart.
Customer expectations: By monitoring consumer trends and adapting our product offerings accordingly, Crest Foods can cater to changing dietary needs and preferences.
Specific ways Crest Foods might be addressing these challenges:
Advanced technology: Utilizing data analytics and inventory management systems to predict demand, optimize stock levels and prevent overstocking.
Loss prevention measures: Using surveillance cameras and security systems to deter shoplifting and minimize losses.
Community engagement: Building relationships with local suppliers and supporting community initiatives to enhance brand perception.
What are your key strategies for enhancing the customer experience?
Know your customer: Gain in-depth knowledge of customer needs, behaviors and preferences to tailor experiences accordingly.
Customer journey mapping: Visualize the customer journey across all touchpoints to identify areas for improvement and optimize interactions.
Collect customer feedback: Regularly solicit feedback through surveys, reviews and feedback forms to understand pain points and areas for enhancement.
Personalization: Utilize customer data to deliver customized experiences, recommendations and offers.
Employee empowerment: Train and empower employees to make decisions and resolve customer issues efficiently.
Proactive customer service: Anticipate customer needs and provide support before issues arise.
Active listening: Pay close attention to customer concerns and feedback, demonstrating genuine understanding and empathy.
What are some of the innovative initiatives that Crest Foods has implemented to improve customer satisfaction?
Expert meat selection: Employing knowledgeable butchers who can guide customers on selecting and cutting meat to their specifications, even providing recipe ideas.
Online grocery delivery: Integrating with platforms like Instacart and Shipt to offer convenient same-day grocery delivery options.
Direct customer service: Providing access to live customer service representatives rather than automated systems, ensuring personalized attention.
Quality assurance: Maintaining strict quality control standards across all products, emphasizing consistency and reliability.
How do you stay ahead of the curve in terms of industry trends and consumer preferences?
Customer engagement: Regularly gather feedback from customers through surveys, social media interactions and focus groups to understand their evolving needs and preferences.
Market research: Analyze market data, including demographics, economic trends and competitor
2024 Southwest Retailer of the Year
analysis to identify emerging trends and potential opportunities.
Industry news and publications: Subscribe to relevant trade journals, newsletters and online publications to stay informed about industry developments.
Networking: Attend industry events, conferences and online forums to connect with peers and thought leaders, gaining insights into emerging trends.
Competitor analysis: Monitor your competitors’ strategies, product offerings and marketing tactics to identify areas where you can differentiate.
Social listening: Monitor social media conversations to understand public sentiment and identify emerging trends.
Stay informed about technology: Keep up with advancements in technology that could impact your industry and customer experience.
How do you measure and analyze customer feedback to drive continuous improvement?
Gather feedback from multiple sources – Utilize surveys, reviews, social media comments, customer support interactions and post-purchase feedback to get a holistic view.
Categorize and analyze feedback – Identify themes: Group feedback based on common issues or areas of concern. Prioritize issues: Focus on high-impact problems that affect the most customers. Look for patterns and trends: Analyze feedback to identify recurring issues or areas where improvements can be made.
Take action and implement changes – Develop action plans: Create clear strategies to address identified issues. Communicate updates: Inform customers about changes made based on their feedback.
Monitor progress and close the loop – Track key metrics: Regularly review customer satisfaction levels to measure the impact of changes. Follow up with customers: Reach out to customers to understand their experience with implemented changes.
Important considerations:
Ask open-ended questions: Allow customers to provide detailed feedback beyond simple yes/no answers.
Use qualitative analysis: Interpret the sentiment and context behind customer feedback, not just raw numbers.
Create a feedback culture: Encourage open communication and actively seek customer input.
How does Crest Foods contribute to the local community?
Crest Foods contributes to the local community primarily through job creation by operating stores within the community, supporting local charities by donating a significant portion of its charitable contributions back to the surrounding areas, encouraging employee volunteering,
and sometimes even offering programs to support local students or community initiatives like food drives.
Key points about Crest Foods’ community involvement:
Employment opportunities: By having stores in the community, Crest Foods provides local residents with jobs, contributing to the local economy.
Charitable donations: A large portion of Crest Foods’ charitable giving goes directly back to the communities where its stores are located. We also donate to the local food bank.
What are some of the social responsibility initiatives that Crest Foods is involved in?
Crest Foods is involved in several social responsibility initiatives, including:
Community engagement: Crest Foods actively participates in community development projects, such as supporting local schools, food banks and charitable organizations.
Employee welfare: Crest Foods prioritizes the wellbeing of its employees by providing fair wages, safe working conditions and opportunities for professional growth.
Health and nutrition: Crest Foods promotes health and wellness by offering nutritious product options and educating consumers about healthy eating habits.
These initiatives reflect Crest Foods’ commitment to making a positive impact on society and the environment.
How do you balance business growth with social and environmental responsibilities?
To balance business growth with social and environmental responsibilities, a company can integrate sustainability into its core operations by setting clear social goals, investing in environmentally friendly practices, engaging stakeholders, prioritizing ethical sourcing, innovating sustainable products and measuring the impact of its actions to continuously improve, all while ensuring longterm profitability and positive societal impact.
Key strategies include:
Define your purpose and values: Clearly articulate your company’s commitment to social and environmental responsibility, aligning it with business goals and communicating it to employees and stakeholders.
Integrate sustainability into operations: Analyze your entire supply chain and identify areas to reduce environmental impact, like energy consumption, waste management and resource usage.
Community engagement: Actively participate in local initiatives that address social issues relevant to your business operations.
Employee engagement: Foster a company culture that promotes sustainability awareness and encourages employees to participate in green initiatives.
Cost-benefit analysis: Evaluate the potential economic benefits of sustainability initiatives, such as cost savings, improved brand image and increased customer loyalty.
How does it feel to be named The Shelby Report of the Southwest’s Retailer of the Year? What does this recognition mean to Crest Foods?
Being named The Shelby Report of the Southwest’s Retailer of the Year is a huge honor for Crest Foods. This recognition highlights the company’s commitment to quality, innovation and community involvement. It means that our efforts in providing excellent products and services are being acknowledged and appreciated in the industry.