Hy-Vee Cites Customer Experience Strategies

For years we've heard that retailers need to practice succession planning, and the term frequently refers to passing along a family-owned company to the next generation. However, there's another type of succession planning that's no less urgent, but not discussed as frequently, at least in public forums. This version describes how companies can avoid being caught off guard by planning smooth transitions

DALLAS — Hy-Vee's longtime culture of focusing on the customer has produced a series of strategies that help the retailer succeed, said Mitch Streit, store director of Hy-Vee's 75,000-square-foot unit in Council Bluffs, Iowa.

At the center of this approach is “making sure customers walk out of the store with an emotion that's more positive than when they entered,” he said during a session at FMI Future Connect 20

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