Increasing customer
loyalty
18
Increasing customer loyalty
We want our businesses to be our customers' favorite place to shop. We want them to enjoy
our brands, our stores, our people and our products so much that they do most of their
shopping with us and recommend us to others.
In today's world, consumers have more choice than ever before. They also have growing
expectations of retailers. To gain their loyalty, we have to understand them better than anyone
else so that we can offer them the products and services they want, the quality and value they
expect, and a shopping experience that makes their daily lives a little easier.
We have developed the ability to analyze the data we collect when customers shop with us
and turn it into valuable insights about what they want. We are acting on these insights in all
areas of our business to continually become a better place to shop. In addition, we operate
local brands that are close to their communities, to help ensure our offering is relevant in
every market we serve.
We are working to build more personal relationships with our customers so that they will want
to keep coming back to shop with us. Our employees are key to this - the friendly and helpful
service they provide builds our customers' loyalty and trust. We are also using our insights
and innovative technologies to develop personalized communications and offers to customers
on the products and services they need and want.
At the core, it's about putting the customer first in everything we do, every day.
Ahold Annual Report 2012
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