LAS VEGAS -- Romancing customers, and making sure they fall in love with you, may be the key to building sales and profits in the future, Roger M. Laverty 3rd, president and chief executive officer of Smart & Final, Vernon, Calif., told the California Grocers Association last week in a keynote address at the CGA's annual convention here. "We need to move from a culture focused solely on operational efficiency to one that reveres information, people and customer intimacy. We need to move ...

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