Under Wesfarmers’ ownership, a new management team led the turnaround of Coles to restore pride in the Coles brand and developed a six-point plan to give the people of Australia a shop they trust, delivering quality, service and value.
Coles invested in significant changes to improve the customer experience, including the roll-out of new-format stores, lowering prices as part of its ‘Down Down’ campaign and investing in its team members to create a culture of selling and serving with personality. From 2010, Coles launched a string of animal welfare and responsible sourcing initiatives including phasing out sow-stalls for pig farming and committing to cage-free Coles brand eggs.
Beyond 2015, there is still much to do to deliver consistent high quality fresh food, successful long term partnerships with suppliers and continue to lower the weekly shop for customers.