‘Quality-of-Life Support Begins with All of You,’ Shull tells ALA
At the 75th annual American Logistics Association annual conference, Army & Air Force Exchange Service Director/CEO Tom Shull shared an update on the Department of Defense largest retailer’s plans to strengthen the benefit for Warfighters and military communities.
ALA is a nonprofit trade association that promotes, protects and enhances quality-of-life benefits for service members, military retirees and military families. Shull was among military resale leaders addressing the attendees on Oct. 13, ALA’s first in-person national convention since the COVID-19 pandemic.
“It’s about all of us in military resale, OSD (Office of the Secretary of Defense) and ALA working together to keep prices low for our military families,” Shull said. “Thank you for strengthening the benefit during these critical times.”
The Exchange continues to perform well, Shull said, citing earnings of $201 million, up 73% over plan. Customer and associate satisfaction remain high, with associate satisfaction trending nearly 30 points higher than industry competitors.
Shull also shared a video update on the organization’s 2022 strategies to improve efficiencies and grow the benefit. The video (which can be seen here) highlights:
- Leveraging technology to improve the in-store experience.
- Expanding quick-serve programs.
- Expanding ShopMyExchange.com.
- Intensifying healthcare services.
- Strengthening MILITARY STAR card acceptance.
- Reducing overhead and increasing productivity.
“The Exchange and commissary are a lifeline to Warfighters and their families,” Shull told ALA members. “Quality-of-life support begins with all of you. From policy to strategy, everyone in this room makes a difference for our heroes, past, present and future.”