True Value 2009 Annual Report Download - page 3

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COOP OF CHOICE
We take pride in knowing our retailers choose to do business with us. That’s
why providing value is a commitment we take very seriously – and why for the
fourth consecutive year we’ve delivered to our retailers a consistent patronage
dividend, and during 2009, provided membership credits and discounts totaling
$126,528,951. Because value extends far beyond an annual dividend check,
True Value is also investing in systems and processes to ensure your co-op is
a cost-effective partner and to further support your businesses. In fact, we’re
pleased to report that our retailers’ satisfaction with fill rates reached an all-time
high while satisfaction with reliable, on-time delivery and ease of ordering
also increased.
Over the past year, we:
• Completed 12 line reviews, yielding savings of over 11 percent.
• Improved fill rates by nearly a half percent.
• Expanded point-of-sale (POS) data collection to reflect customer purchasing
behavior at more than 1,600 stores.
WINNING AT RETAIL
Connecting with customers is central to winning at retail. It begins with a
solid understanding of customers’ needs. From customer service to product
assortments to store ambiance, we need to be relevant to the customer. While
co-op solutions are rooted in retail trend data and shaped by consumer insights,
it’s each retailer’s job to ensure the in-store shopping experience follows suit.
The DTV format allows retailers to deliver a compelling in-store experience
that meets and exceeds shoppers’ expectations. DTV is grounded in delivering
on each of the 5Ps of retail success, including solutions we tirelessly pursued
during 2009:
•
People: Building curriculum designed to help True Value win at retail, training
retailers and store managers via True Value University’s Fundamentals of Retail
Success and offering regional courses focused on the key drivers that influence
consumer buying decisions. Over 1,500 retail associates took advantage of the
expanded online training during 2009.