Our values in action
Courage
Integrity
Teamwork
Care
Humor
The courage to care
for refugees
Quality front and
center at Albert
Teaming up to
stay ahead
Making customers
smile
r
Overview
Business review Governance
Financials
Investors
Ahold Delhaize Annual Report 2016
Alfa Beta was the first Greek retailer
to welcome and help refugees -
800,000 of whom arrived in Greece
last year, despite the country’s own
financial struggles. In early 2016,
over 2,000 refugees were stranded
in the port of Piraeus without food
and water. Alfa Beta responded to
the requests of local organizations
by offering over 1,000 meals, fruit
and water bottles daily for a period
of over a month. In cooperation
with suppliers, Alfa Beta also sent
food, water and diapers to a refugee
camp for people stranded near the
country’s northern border.
Albert was the first Czech company
chosen as one of 15 finalists in the
prestigious European Quality Awards
this year, and was recognized with
a trophy. To determine the winners,
an independent team performs a
comprehensive evaluation of each
company, including interviews with
associates from store level to top
management. The jury appreciated
Albert’s successful strategy to
grow in the Czech market and its
activities in the area of sustainability,
particularly related to children and
healthy eating.
Our eCommerce brands are teaming
up to share their knowledge and
stay ahead in this fast-moving area
of the business. Peapod in the U.S.
and ah.nl in the Netherlands came
together for a two-day deep dive
into our Dutch Home Shop Center
(HSC) concept. They visited Delhaize.
be to share best practices about how
to scale up a young, fast-growing
business. Our eCommerce brands
from Greece, Belgium and Romania
have also visited our Dutch HSCs to
discuss fulfillment and the service
delivery proposition. Participants in all
these sessions have appreciated their
colleagues’ openness and willingness
to share both successes and learnings.
Albert Heijn has launched a new,
proactive social media approach
that uses humor to connect with
customers. Their Customer Contact
Service started in 2016 to make a
visible switch, sending more personal
notes in reply to customers on social
media channels like Facebook, Twitter
and Instagram, and keeping the
conversation going after a question
has been answered. The friendly
and “human” moments this creates
is making a real difference for
customers - it has been recognized
in positive media stories and other
external recognitions during the year.
Alfa Beta
Albert
Peapod, ah.nl, delhaize.be
Ahold USA, Hannaford, Food Lion
Filling empty plates
in the U.S.
Albert Heijn
U.S. food banks are seeing increased
demand for assistance - helping
to feed people in our communities
is no longer a seasonal request,
it’s a year-round appeal. In 2016,
our U.S. brands donated 46 million
kilograms of food through hunger
relief initiatives. For example,
Hannaford’s “Fresh Rescue” program
donates unsold bakery, deli, meat
and produce items that are still safe
for consumption. The Ahold USA
brands donate high-quality meat
products approaching their sell-by
date to local food banks through their
“Meat the Needs” program. Food Lion
has pledged to donate 500 million
meals to families in need by the end
of 2020.
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