Woolworths: Creating A Lasting Legacy In South Africa

Offering high$-$quality products and an attentive shopping experience, Woolworths dominates the South African

retail market...

Woolworths is a household name in South Africa$$ a retail giant that has managed to maintain customer loyalty generation

after generation. However, for Woolworths, being a market leader is about more than just their fiscal success: it$$s about

creating meaningful socio$-$economic transformation in South Africa. Founded over $86$ years ago, Woolworths has a deep

history in South Africa, garnering long$-$lasting support from customers who have remained loyal to the brand for decades.

Yogan Naidu, Head of Non$-$Trade Procurement, cites the company$$s rich heritage as the reason why it remains a market

leader today.

$$At Woolworths, we really pride ourselves on our rich history. I think the South African market really identifies with that

because it is quite a historic and emotional market. Our core values give us a competitive edge because you can really see

the impact we have made in the country. So$,$ for instance, we were among the first local retailers to provide our employees

with benefits that weren't offered by some of our competitors at the time such as a pension fund, medical aid and maternity

leave. I think our customers really identify with that.$$ A shopping experience like no other

Customer experience can make or break a brand, and it is a core value which is ingrained into the ethos of Woolworths.

When designing a store, every minute detail is meticulously considered to ensure that it offers customers the ultimate

shopping experience.

$$If you look at the way that our stores are designed you can see that it's a really comfortable place to shop,$$ reflects Naidu.

$$In my opinion, it's the little touches and the customer service which makes Woolworths a market leader. So$,$ for instance,

something as simple as a grocery trolleys in one of our stores will be of a superior quality to that of our competitors.

$$Not only do we pride ourselves on our hygiene standards and high$-$quality products, but we also make sure that we take

care of you as a customer when you walk into one of our stores. We invest heavily in research and development and the

renovation of our stores to ensure that the shopping experience is enjoyable for the customer.$$

A visual brand

Visual merchandising and design is a vital tool that is embedded into Woolworths$$ DNA. Over the decades, the company

has worked alongside leading suppliers to source innovative, market$-$leading displays which connect with their customers

on an emotional and visual level.

$$At Woolworths, we really try to communicate with our customers,$$ says Naidu. $$If you walk around one of our stores

you$$ll notice that with our packaging, store design, and visual merchandising, we really speak to our customers and

inform them about issues that matter to us$.$ So$,$ for instance, when we talk about sustainability, we talk to customers

about how much electricity we currently use and how this is provided by green energy. We make information publicly

available in our store environment.

$$Our suppliers, such as Global Display, are integrated into the business and that$$s how we capture the customer's

imagination and deliver the ultimate customer experience. For example, if you walk into a Woolworths store during

Christmas season you$$ll see that our stores really embrace the festivities.$$

Attracting only the best expertise

A smile at the checkout goes a long way in the world of retail and no one is more aware of this than market leader

Woolworths. Naidu says that the company has a workforce of over $31,000$ employees and that the pioneering leadership

of the company is crucial to nurturing growth and inspiring productivity.

$$Zyda Rylands, CEO of Woolworths South Africa, is such an inspirational leader. This year she won the global Woman of

the Year award at the World Retail Congress retail awards in Dubai and our employees really look up to this. She drives

us to better ourselves in terms of sales, social responsibility and customer experience.

$$Similarly$,$ in my career, a number of the people who have worked with me want to work with me again in the future and I

think that$$s what being a great leader is about $-$ it$$s about creating an impression on an individual's life that stays with them

forever.

$$Our CEO Zyda has a passion to help others in the country. She shares her knowledge when visiting schools and

encourages young girls to pursue careers in business. I don't think we do that enough as leaders of corporate entities,

especially in South Africa.$$ A greater responsibility

Corporate responsibility is a pressing issue in the business world and it is a value which Naidu is fiercely passionate about.

$$As a company, we have such a responsibility to stimulate the local economy so we've got to get out there, encouraging

students, encouraging young ent