TORONTO — Supermarket owner Empire Co. Ltd. has a lot of work to do before it can regain customer loyalty lost due to mistakes made after its purchase of Safeway Canada, its new chief executive said on Wednesday.
Focus groups suggest “we really did let them down” but there’s still loyalty to Safeway in the West that can be recaptured, Michael Medline told analysts. It was his first conference call since becoming the head of Canada’s second-largest grocery chain, which also owns Sobeys.
“You’ve got to be priced right and that’s pretty basic. But I think we strayed away about talking about our overall value proposition,” Medline said.
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