Kroger Co. was at a crossroads in the late 1990s. It was slowly losing its customer franchise. But it didn’t go for the quick fix. It knew it needed a bigger-picture change, and that started with being honest.
Kroger’s numbers still looked OK back then, but research showed it was slipping in customer service, CEO David Dillon told an audience of more than 200 on Thursday morning as keynote speaker at the College of Mount St. Joseph’s Duffey Conway Ethical Leadership Series.
“We weren’t believing it at first,” he said. “We were believing our press clippings.”
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