OPERATIONS

CVS Caremark names new CIO

BY Staff Writer

Woonsocket, R.I. — CVS Caremark has announced the appointment of Stephen Gold as chief information officer.

Gold, who joins CVS Caremark on July 9, will focus on bringing new and differentiating technology solutions to the company’s retail and pharmacy benefit management businesses.

Gold joins CVS Caremark from Avaya, where he held the position of CIO. Prior to that, he served as the CIO and chief technology officer for the e-commerce solutions provider GSI Commerce.

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Publix, Hy-Vee, Chick-fil-A top in customer service, according to research

BY Katherine Boccaccio

Waban, Mass. — Research results released Wednesday by Temkin Group put grocers Publix and Hy-Vee along with credit unions and Chick-fil-A at the top of its 2012 Temkin Customer Service Ratings, which examines how U.S. consumers rate the customer service of 174 large companies across 18 industries.

Other high marks were given by consumers to H.E.B., Sam’s Club, Winn-Dixie, ShopRite, Aldi, Starbucks, Giant Eagle and J.C. Penney.

At the other end of the spectrum, consumers gave the lowest ratings to Charter Communications, Time Warner Cable, Comcast, Citibank, Qwest, Cigna, and Bank of America.

The 2012 Temkin Customer Service Ratings is based on a survey of 10,000 U.S. consumers in January 2012 that covers the following 18 industries: Airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, TV service providers, and wireless carriers.

“Customer service is a critical moment of truth for many customers,” said Bruce Temkin, author of the research and managing partner of Temkin Group. “It’s nearly impossible to deliver an overall great customer experience if you don’t get customer service right.”

Temkin Group examined industry averages and found that grocery chains were the only industry to earn a “strong” rating. Retailers, fast-food chains, appliance makers and investment firms round out the top five.

Temkin Group also analyzed changes in Temkin Customer Service Ratings between 2011 and 2012. Only one retailer had double-digit declines: Old Navy.

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David’s Bridal and RCS team on lease renewals

BY Katherine Boccaccio

New York — New York City-based RCS Real Estate Advisors said Tuesday it has been retained by bridal retailer David’s Bridal to facilitate lease renewals on behalf of the retailer.

RCS said it has expanded its previous engagement with David’s Bridal to provide lease renewal services for over one-third of the retailer’s more than 300 U.S. David’s Bridal store locations.

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