OPERATIONS

Sam’s Club tops across all industries in customer loyalty rankings

BY Marianne Wilson

Waban, Mass. — Sam’s Club, Aldi, Publix Super Markets, Amazon.com, and H.E.B. are the retailers with the most loyal customers according to a new study by Temkin Group. The report, the 2012 Temkin Loyalty Ratings, rates the loyalty that consumers have to 206 large companies across 18 industries.

Only seven companies earned "very strong" loyalty ratings. In addition to the five retailers listed above, credit unions and USAA earned the distinction. Sam’s Club had the most loyal customers across all industries, with a loyalty rating of 65%.

Supermarkets, retailers, and fast food chains are the top three industries, with an average loyalty rating of "strong." At the bottom of the ratings: TV and Internet service providers.

The survey examine three components of loyalty, including:

  • Likelihood of consumers to recommend companies;
  • Reluctance of consumers to switch business away from companies; and
  • Willingness to consumers to purchase additional products and services from companies.

Sam’s Club: 65%
Aldi: 64%
Publix Super Markets: 62%
Amazon.com: 61%
H.E.B.: 60%
Chick-fil-A: 59%
Starbucks: 59%
Target: 59%
Subway: 58%
ShopRite: 58%
Hy-Vee: 58%
Lowe’s: 58%
Winn-Dixie: 57%
Kroger: 57%
The Home Depot: 57%
Walgreens: 56%
Giant Eagle: 55%
CVS: 55%
Costco: Wholesale Corp.: 55%
Whole Foods Market: 54%

Click here to view the complete rankings.

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Sears Holdings names real estate leader

BY Katherine Boccaccio

Hoffman Estates, Ill. — Sears Holdings Corp. announced Tuesday that it has named David Lukes as president, real estate development for the company.

Lukes was previously president and CEO of real estate firm Mall Properties.

Lukes has been charged with leading Sears’ efforts to further develop its real estate assets, including those that are now non-retail.

"Historically, Sears has selectively realized value from its real estate holdings through store acquisitions, strategic store sales, and our leasing and licensed business programs,” said Lou D’Ambrosio, Sears Holdings’ CEO and president. “David’s hiring allows us to expand our capabilities to include the enhancement and re-development of appropriate properties."

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Longtime Kroger exec to lead Delta division

BY Staff Writer

Cincinnati — Kroger announced that Tim Brown now will be responsible for stores in western Tennessee, Kentucky, Mississippi, Arkansas, and Missouri, as president of the company’s Delta division.

Brown, 52, has been VP operations in the company’s Delta division, based in Roanoke, Va., since 2011. Before that, he served as the Mid-Atlantic division’s VP merchandising since 2009.

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