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Dillard’s taps OpinionLab for customer feedback solution

BY Staff Writer

Chicago — Dillard’s has selected OpinionLab to extend its omnichannel “Voice of Customer” program including its digital, mobile and in-store experiences, with precise insight into what its customers want and need.

OpinionLab’s patented solutions allow Dillard’s to systematically interpret customer feedback across all of Dillard’s brand touchpoints, including mobile platforms, online and in-store. Now, Dillard’s can monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.

“At Dillard’s, we are committed to providing the very best customer service and a great experience for our customers regardless of where they shop – whether that’s in our stores, at Dillards.com or through their mobile phones,” said Woody Chin, CIO of Dillard’s. “We believe our decision to select the global leader in Voice of Customer, is a true testament of our commitment – making it even easier for our customers to provide feedback and for our company to act on that feedback.”

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CVS expands store brand portfolio

BY CSA STAFF

WOONSOCKET, R.I. — Rite Aid has Pantry, Walmart has Great Value and now CVS/pharmacy has added Total Home, a new home care product line available exclusively at CVS/pharmacy stores nationwide, to its store brand portfolio.

The company is leveraging the store brand offering — which includes facial and bath tissue, paper towels, trash bags, food storage necessities, kitchen and bathroom cleaners, bulbs and extension cords — to strengthen its position among the one-stop shopping key players.

"Growing and enhancing our store brand offerings continues to be a priority for CVS/pharmacy," said George Coleman, VP of merchandising, store brands and quality assurance, CVS/pharmacy. "We offer customers the convenience of a one-stop shopping destination to find all their health, beauty and household essentials. We are confident that as customers give Total Home a try, these products will exceed their performance expectations and become a staple in their homes."

CVS/pharmacy is touting the quality of its Total Home line and is therefore offering a 100% money-back guarantee to ensure customer satisfaction. The line is available at the more than 7,400 CVS/pharmacy locations, as well as on its website.

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Central Garden & Pet’s CEO unsatisfied with bottom line results

BY CSA STAFF

Central Garden & Pet’s CEO is not settling for the company’s margins and bottom line results, despitereporting second-quarter net sales of $498.2 million, a 7% increase over the comparable fiscal 2012 period.

The company’s net income for the second quarter ended March 30 was $22.2 million, compared with net income of $21.6 million in the second quarter of 2012.

"Although our revenues grew during the quarter, our margins and bottom line results were unsatisfactory. We are taking decisive action to improve our results," said John Ranelli, president and CEO of Central Garden & Pet. "Since taking over the role of CEO during the middle of the quarter, I have met with many of our customers and employees and it is clear to me that they have a strong belief in Central and our brands. As we move forward, we will be more customer-focused on delivering premier levels of service, innovation and quality, while still reducing costs. This balanced approach should enable us to drive increased revenue and profits for our shareholders in the future."

Net sales for the Garden segment for the quarter were $263.4 million, up 8% over the second quarter of 2012. Net sales for the Pet segment were $234.8 million, a gain of 6% over the year-ago period.

For the six months ended March 30, the company reported net sales of $790.7 million, up from $769.0 million in the comparable 2012 period. Net income for the six months was $6.9 million compared with $8.5 million in the comparable 2012 period.

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