Canadian Tire pushing customer service: COO

TORONTO — Canadian Tire is focusing on improving the customer experience in its stores, according to its chief operating officer. In an interview with Financial Post, Allan MacDonald explains that in the past “a misalignment between our capabilities and our expectations” left customers dissatisfied and harmed the brand. Now, he says, the firm is building employee cohesion to deliver a better experience, even if it isn’t an easy feat with 50,000 staff nationwide.