Highly Satisfied Customers - Acme Fresh Market | Grocery Store

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Associates can read the e-BREEZE on the Acme Fresh Market web portal!
Spring 2015
Observations
Highly Satisfied Customers
Why is this important to Acme? What is a Highly Satisfied Customer? How does
Acme increase its Highly Satisfied Customers?
Those are all questions you may be asking when hearing about Highly Satisfied
Customers at your store. Every year Acme sends out a survey to our customers
that begins with one simple question. It is “Are you a Highly Satisfied Customer”?
The Great news is that 86% of our customers said that they are “Highly Satisfied”.
This is an all-time high and I thank you all for these results.
I would like to congratulate the associates of Acme #2 in Ellet for having the
highest percentage of highly satisfied customers, which was 93%! Wow, what a
great accomplishment!
A “Highly Satisfied Customer” is one who will recommend Acme to their friends
and family. It is a customer who enjoys shopping at your store. It is a customer
who spends more at your store than that of our competition.
In order for Acme to increase the amount of highly satisfied customers we need
to focus on the weaknesses (every chain has them) the survey pointed out and
improve. The number one issue is having the product in stock that the customer
is looking for. Think about it, you head to the store with a list and the store does
not have all the items in stock. Are you Highly Satisfied? No, therefore help your
store by staying in stock & keeping those shelves full. This simple task will help us
to improve this very important measurement of our success.
In closing, I am very proud of these results. Thank you for taking such good care
of our customers and keep up the great work.
Good Luck and Good Selling,
Jim Trout
President
THE SPECIALTY FOOD BUSINESS CONTINUES TO GROW
CAROL HEISER
CATEGORY MANAGER OF SPECIALTY
FOODS AND NATURAL/ORGANICS
Well here it is Spring of 2015 with a
lot of new products on the horizon.
It’s the “Year of the Product” at Acme
and by the end of the year we’ll
see a lineup of new items, some
will stay and some will go. As the
Category Manager of Specialty Foods and Natural/Organics, I
see a lot of interesting new items. The Specialty food business
continues to grow year after year with consumers watching
The Food Network and “Foodies” cooking and eating at home.
The Specialty food business accounted for $88.3 billion in
sales in 2014. Acme’s specialty business grew 15.35% in 2014.
According to Forbes, six out of ten shoppers are Specialty
food customers. These customers are looking for better
ingredients, sustainable packaging and convenience. Some
of the food trends for 2015 are Amaranth (an ancient grain),
Maca (Peruvian plant similar to turnips), mustard and collard
greens, and seaweed.
Flavors to look for in foods are peanut butter powders, fancy
salts, flavored popcorn, matcha powder (green tea powder),
Korean hot sauce (“the new Sriracha”), turmeric, bean pastas
and probiotics.
Organic food sales in the US are $35 billion. Organic Food
sales make up 4.3% of annual food sales and is out pacing
the growth of conventional food sales 10.2% vs 3.7%.
Acme’s Organic sales were up 29.56% in 2014. A trend in
natural/organics is the consumer is going to the frozen food
aisle looking for fresh/frozen convenience meals, whereas
previously frozen food was rarely associated with organic or
healthy. Acme will be extending our frozen entrée selection
to offer healthier options.
A couple of hot “buzz” words in the industry are Non
GMO and Gluten Free. GMO stands for Genetic Modified
Organisms, which is when an organism’s genetic material has
been altered using genetic engineering. The food industry is
primarily focused on cash crops in high demand by farmers
such as soybeans, corn, canola and cotton seed oil. Gluten is
a protein found in wheat and related grains. There are people
with Celiac disease that can’t tolerate gluten and must find
an alternative to many foods they eat daily, such as bread
and pasta. In Acme’s nine Natural/Organic departments we
have a large selection of both Non GMO and Gluten Free
products. As a buyer looking at new products the Non GMO
certification is important to me because I know it’s important
to keep a “highly satisfied” customer. Also when looking at
new natural/organic products I always read the ingredient
labels. Sometimes an item may be a “natural” item but will still
have some ingredients in question like certain sweeteners or
dyes. That’s a definite NO.
Check out our new front end merchandisers, you’ll see a
variety of Specialty foods this year. In May we’re going to offer
New Zealand Grass Fed Non GMO beef jerky (now that’s a
leap of faith). Try something “New”, you never know you may
be surprised.
Just another quick note: There’s a cool app that you can
download called “Fooducate”. It helps you track calories, has
a 10 day diet kick start, daily tips, a community where you can
reach out to others trying to eat healthy, and my favorite option
is the Food Finder. With the Food Finder you can scan a upc
and it’ll grade the foods from A to F and then breaks down the
ingredients and tells you why they are bad or good for you. I try
to stay in the A-B range………most of the time!
ACME FRESH MARKET COMMUNITY CASH BACK PROGRAM
MIMI LOCKER
HIGHLY SATISFIED CUSTOMER SPECIALIST
Acme Fresh Market is proud to
carry on its tradition of feeding
the families of our community
for over 120 years and we firmly
stand behind our commitment of
supporting the communities in which we live and work.
We recently concluded our 16th Acme Fresh Market
Community Cash Back program! WOW - - that’s a long time!
What’s even more amazing is that in that time we’ve given
over $2 MILLION in CASH BACK to our Community!!!
If you have participated in the past then don’t forget to
register for the upcoming 2015-2016 program. If you
are a member of a nonprofit organization and you’re not
participating in this program . . . then what are you waiting
for? It’s a one size fits all deal – nonprofit organizations
can use the money for whatever best benefits their group.
They’re not restricted on how much they can earn or
what it’s used to purchase. Join the 961 groups already
participating!
(continued on next page)
Community Cash Back Program Continued ...
The 2015-2016 Acme Fresh Market Community Cash Back
program will begin on August 20, 2015. Groups can register
on-line at www.acmestores.com starting August 1.
It’s easy to participate:
1. Select a coordinator for your nonprofit group or
organization!
2. Register on-line at www.acmestores.com any time
beginning August 1, 2015!
3. Collect Acme Fresh Market receipts dated August
20, 2015 to January 6, 2016!
4. Turn in your receipts and a completed rebate form
to your local Acme Fresh Market by February 6,
2016 to receive your 5% CASH BACK of the Totaled
“Cash Back” amount at the bottom of the receipts!
Shop Acme Fresh Market - - Save Money by purchasing
store brand products; Earn Free Money for your nonprofit
organization; Earn Free Fuel Rewards!
ACME FRESH MARKET FEEDING ON-THE-GO FAMILIES
MIKE CHEVALIER
CATEGORY MANAGER OF MEAT/SEAFOOD
Today’s busy consumers are looking
for ways to feed their family on-thego. And the Acme Fresh Market
Meat department is ready to meet
their needs! Now offering “Oven
Ready” and “Grill Ready” Easy Meals!
There’s a different item every day of the week allowing our
customers to enjoy a variety of nutritious meals. Customers
can choose from a selection of value added Beef, Pork, and
Chicken. It’s quick and easy. Pick it up - take it home – pop
it in the oven for an hour or less!
Monday: Meatloaf
Tuesday: Pork City Chicken
Wednesday: Stuffed Pepper
Thursday: Stuffed Chicken Breast
Friday: Marinated Salmon
Saturday: Breaded Chicken Breast
Sunday: Stuffed Chicken Breast
Bacon is going to be a Dominant Assortment in the meat
department this year! And do you want to know why?
Here’s a hint . . . think flavor! We’ll be offering John Morell
Maple and Applewood Smoked bacon. As well as another
hot new item - - - Jalapeno flavored bacon. There is also a
new line of Bacon, Garret Valley, which is offering a Paleo
Just look for the sign above the service counter to see what Bacon with just three ingredients.
the daily special is.
Stop in – Check it out – Take it home!
FAVORITE PRIVATE LABEL PRODUCTS
JEFF TROUT
BUSINESS MANAGER, DAYMON WORLDWIDE
A few weeks ago, we sent out a survey
to some of our associates that allowed
them to voice their opinions on their
favorite Private Label Products. Our
survey had great participation and
helped us to identify some clear cut winning items.
Here are some of the results that you provided us with.
Clear Cut Winners:
• Favorite Deli/Prepared Food Item - Acme Fresh Market
Chicken Pot Pie with 25.7% of the votes
• Favorite Bakery Department Item - Acme Fresh Market
Cream Sticks with 17.9% of the votes
• Favorite Dry Grocery Item (Food Club or AFM Brand)
- Acme Fresh Market Kettle Chips with 7% of the votes
• Favorite Baby Care Item - Tippy Toes by Topcare Baby
Wipes with 14.1% of the votes
• Favorite Natural and/or Organic - Full Circle 12 oz.
Honey Bear with 11% of the votes
• Favorite Valu Time Item - Valu Time Single Roll Paper
Towels with 22% of the votes
• Favorite Paws/Pet Department Item - Paws Dog
Biscuits with 30% of the votes
• Favorite Buckley Farms/Cape Covelle Item - Cape
Covelle 31-40 Count Shrimp with 24.5% of the votes
• 43% of our associates have tried and liked our Greek
Yogurt brand called Nostimo
***** (The percent represents the items share of votes that each
product received from that particular question)
I want to thank you for your participation in our survey. Our
customers trust your opinion when it comes to making
product decisions at our stores. The goal will be to promote
your favorite products and make it easier for them to hear
your voice. Keep an eye out for these results to be promoted
in future ads.
A DAY IN THE LIFE OF A STORE DIRECTOR
Interview with Amanda Sutton, Store Director at Acme #17 - By Laura Darrow
What, When and Where was your first
job at Acme?
I started as a cashier at the Acme in
Norton in May of 2002 when I was 17.
How did you become interested in becoming a Manager at
Acme?
I started as a cashier and then moved to customer service.
Then I became a Second Head Cashier. I liked the additional
responsibilities and always stayed busy while I was working.
Store Director Dan McPeek suggested that I apply for the
Trainee position and after thinking about it and discussing it
with Dan and my Head Cashier, I decided to go for it.
When did you become a Store Director?
I became a Store Director in February, 2015!
Can you describe a typical work day as a Store Director?
No day is ever the same! My day starts when I pull in the parking
lot making sure everything looks good outside the store. The
first thing I do is walk around the store and make sure we are
ready for business. I address any issues that need immediate
attention and make a list of things I know will need to be done.
I work on my list all throughout the day and make sure it is
completed before I go home. Daily tasks vary from day to day. If
it is a busy day I will be up front packing or opening a register if
necessary. If I need to fix, move or build displays I do that.
What is your favorite part of being a Store Director?
I love that I am always busy and there is always something new
and challenging for me to take on.
What is your favorite task to do at work?
My favorite thing about work has never changed with any
position I have held while working for the company. I love the
customers! I love talking to the customers and doing what I can
to help make them a Highly Satisfied Customer.
What advice do you have for an Associate that is thinking
about becoming a Store Director at Acme?
The best advice I can give is to be the hardest worker in your
store. Be someone others can count on. Everyone has rough
days! Never get discouraged and always do your best.
If you have any questions about Store Director opportunities at
Acme Fresh Market, contact Laura Darrow (x55251), Director of
Human Resources or Ed Harrison (x55215), Director of Operations.
RETIREES HOLIDAY BREAKFAST!
By Ralph Wood - Retired Montrose Store Director
Thirty five Acme Fresh Market retirees and their spouses enjoyed a Holiday Breakfast in the
“Silo Crystal Room” at the Acme Fresh Market in Green. This annual event was catered by
Acme Fresh Market Catering. Jack Kilway welcomed everyone, followed by an introduction
by Acme President, Jim Trout. Jim gave a great talk about the company and its bright future.
Peter Keslar followed with memories of Acme. Pete gave the blessing and the
“Sticky Bun Breakfast” began. Everyone loves “Acme Sticky Buns.” Terry and
Judy Vernon were in conversation with Tom and Marge Dukeman about getting
ready to head south to their winter homes in Florida. Fred and Bev Krahl chatted
with Jack and Charlene Kilway while seeking another round of sticky buns.
The
pharmacy
was
well
represented
with
Andy
Preston,
Ken
Foglesong, Chuck Weiss and their wives.
Chuck won the prize drawing of Bob Ingersoll’s
“Postal Bank”, a beautiful wood bank with an authentic postal box door.
Congratulations Chuck!
It was good to see Al Rhoads, Walt Hanning, Dick Lewton and their wives. Roger Owen, Don Taylor and Dean Rininger
were all talking about the new store. Al and Joan Musci enjoyed breakfast while Jim and Barb Horvath were making
the rounds.
These were all important Acme associates who helped to make Acme the successful company that it is today. Good to
see them all.