Sir Ken Morrison was arguably the greatest grocery retailer of the 20th century; a leader of quiet tenacity and insight who transformed a small Bradford business into a corporate giant.
Success didn't change him; despite his millions he had an instinctive understanding of the financial pressures faced by his customers. He never lost that connection with his shoppers. He was irascible, funny, dismissive of the City, analysts and journalists, and unquestionably true to himself. It's likely he would have found a kindred spirit in Rami Baitiéh, who took the helm at Morrisons last year.
Under a new system implemented by Morrisons, these staff, in effect, have a hotline to the CEO so he can react to what customers are telling them. Mr Baitiéh told me: 'Every week, on Monday, I've got a list of the five most frequent comments made by customers to our cashiers. In just one week, the cashiers recorded 1,500 comments from customers.
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