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H-E-B tops 2014 Temkin Experience Ratings

BY Michael Johnsen

WABAN, Mass. — Based on a study of 10,000 U.S consumers, H-E-B, Trader Joe’s, Chick-fil-A and Publix earned the highest scores in the 2014 Temkin Experience Ratings, ranking 268 companies across 19 industries. Joining those firms in the top 14 spots are Aldi, Food Lion, Sonic Drive-In, credit unions, Dairy Queen, Kroger, Piggly Wiggly, Regions, Sam’s Club and Starbucks.

In this year’s ratings, 37% of companies earned "good" or "excellent" scores, while 25% are rated as "poor" or "very poor." Companies with at least a "good" rating stayed flat over 2013, but have grown by 21 percentage-points since 2011. Led by credit card issuers with an average increase of 4.1 points, 15 of the 19 industries earned a higher rating in 2014 than they did in 2013. Only four industries declined over the previous year: Parcel delivery services, retailers, rental car agencies and hotel chains.

"Customer experience is improving overall, but we still see some pockets of chronically poor experience, especially with TV service, Internet service and health plans," stated Bruce Temkin, managing partner of Temkin Group.

Of the 243 companies that are included in both the 2013 and 2014 Temkin Experience Ratings, 48% of the firms increased by one point or more while 32% declined by at least one point.

In its fourth year of publication, the 2013 Temkin Experience Ratings examines customer experience across 19 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers and wireless carriers.

The Temkin Experience Ratings evaluates three areas of customer experience: functional (can customers do what they want to do?), accessible (how easy is it to work with the company?) and emotional (how do consumers feel about their interactions?).

 

 

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Weis Markets names new COO

BY Michael Johnsen

SUNBURY, Pa. — Weis Markets on Monday announced the promotion of Kurt Schertle to COO.

“Kurt has taken on increasingly important roles at our company over the past five years,” stated Jonathan Weis, Weis Markets’ president and CEO. “During this period, he has helped develop and implement our go to market strategies, particularly in loyalty marketing while helping to drive improved store level performance and increased supply chain efficiencies. With this promotion, Kurt will take on a broader oversight role in these areas while remaining deeply involved in the day to day operation of our company.”

Prior to his promotion, Schertle was the company’s EVP. He will continue to oversee all aspects of the company’s marketing, merchandising, procurement and advertising for its center store, perishable and pharmacy departments; store operations; and the company’s supply chain, including its distribution and transportation teams, Weis noted. 

Schertle joined Weis Markets in 2009 as VP sales and merchandising. He was subsequently promoted to SVP and EVP, overseeing all aspects of merchandising, marketing, store operations and supply chain.

A graduate of Towson University, Schertle has more than 25 years of food retailing experience.  

 

 

 

 

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Ahold USA hires former Save-A-Lot executive to be president of Giant/Martin’s

BY Michael Johnsen

CARLISLE, Pa. — Ahold USA on Monday announced that Tom Lenkevich will join the Giant/Martin’s division as president, effective March 4, reporting to Bhavdeep Singh, EVP operations, Ahold USA.  

“Tom’s decades of grocery experience combined with his central Pennsylvanian roots makes him a great addition to the Giant/Martin’s division and the Ahold USA leadership team,” stated James McCann, COO Ahold USA. “In addition to leading the division, Tom will be driving activities to achieve sales results and working with the Giant/Martin’s team to preserve the heritage of the local brand while at the same time reshaping retail with a strong focus on reinvesting in value and quality, and offering customers an omnichannel shopping experience to meet their needs both today and in the future.”

Lenkevich will manage all aspects of the division, with responsibility for Giant/Martin’s sales, operating profits, organization and people. 

Lenkevich comes to Giant/Martin’s from Save-A-Lot Food Stores, where he was COO and SVP retail operations. While at Save-A-Lot, he was responsible for all aspects of retail operations, merchandising/marketing and procurement for the national and international chain of corporate and licensed stores. Lenkevich has held a number of leadership positions of progressive responsibility with other large retailers as well, including: market director for Meijer; divisional VP operations and VP merchandising and sales for A&P as well as several other positions of leadership in functions across the retail business. 

Lenkevich began his retail career working his way through college as a clerk at Pantry Pride in central Pennsylvania. Lenkevich was raised in New Cumberland, Pa., and has strong ties to the area. He is also a graduate of Pennsylvania State University.

The Giant/Martin’s division operates nearly 200 supermarkets in Pennsylvania, Maryland, Virginia and West Virginia under the banners of Giant Food Stores and Martin’s Food Markets. 

 

 

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