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CVS’ Eileen Howard Boone elected to Easter Seals’ international board

BY Antoinette Alexander

CHICAGO — Easter Seals has elected CVS Caremark SVP corporate communications and community relations Eileen Howard Boone to its international board of directors on Monday during its annual convention in Washington, D.C.

Boone has served as an honorary member of Easter Seals’ international board of directors for the past year.

"We are honored to have Eileen join our international board of directors," stated James E. Williams, Jr., president and CEO of Easter Seals. "Her dedication to improving the lives of children and adults with disabilities and their families will be a valuable asset for our organization."

Since joining CVS Caremark in 2004, Boone has managed the company’s key strategic messages to a wide array of stakeholders, while reinforcing those messages through the company’s charitable support of thousands of communities nationwide.

She also oversees the organization’s philanthropic programs and the CVS Caremark Charitable Trust, which supports communities by working closely with nonprofit grantees dedicated to providing health care to the uninsured and caring for children with disabilities.

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Swiffer launches HD Clean Challenge on Facebook

BY Allison Cerra

CINCINNATI — Swiffer has kicked off a new promotion that encourages consumers to show off rooms in their home that meet a new standard of clean.

The brand has partnered with Angelo Surmelis, host of "Rate My Space," to bring the Swiffer HD Clean Challenge to Facebook, designed to celebrate the brand’s recently launched HD Clean line of products. How it works: entrants are invited to post photos of their rooms, along with their cleaning tips, on the HD Clean Challenge tab on Swiffer’s Facebook page. Once the top 10 rooms have been selected, Swiffer fans will have the opportunity vote on the top rooms to help select a grand prize winner, who will receive a year’s supply of select Swiffer products, a home visit from Surmelis and the chance to have their room featured on television.

The contest will run from Nov. 7 through Jan. 5, 2012.

"The new and improved Swiffer High Definition line offers a deep clean that helps you pass even the closest of inspections," P&G home care external relations manager Jeff Pierce said. "This challenge will help consumers discover the benefits of an ‘HD’ clean while having the chance to show off their homes and share their cleaning secrets."

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Conversocial tallies consumer complaint social media scorecard for U.S. retailers

BY Michael Johnsen

NEW YORK — A new report by social media software maker Conversocial examined the customer service offerings of the 10 most loved and most hated retailers in the United States, and how these retailers are meeting the challenge of delivering great social media experiences for their customers.

“These are real customer service issues and, if not immediately addressed, they won’t be going away any time soon,” stated Joshua March, CEO of Conversocial. “Either these retailers will incur the cost of more customer complaints, or worse yet, they’ll potentially lose a customer. Either way, it’s safe to conclude that customers will increasingly talk about their experience via social media.”

According to the paper, while large retailers are showing an awareness of the challenges posed by social media, reflected in fast average response times, they still are falling short on missing complaints. Missing genuine complaints and questions in posts and comments was quite high and represents a potential pitfall for retailers in the sample. Walmart, the largest retailer in the sample, missed 40% of all customer service inquiries, while Costco, Kmart and Kroger missed 100%. Conversely, Safeway did well, missing only 5% of posts.

Those retailers with a larger volume of complaints — Sears, Walmart and Safeway — were quickest to respond. Safeway was the best retailer in terms of dealing with the full complaint on the wall. While the company still redirected some complaints to a Facebook dedicated email and a Freephone number, a significant number of conversations about customer satisfaction were handled on social media outlets, Conversocial stated.

The companies sampled by Conversocial were based on a list of most loved and hated brands, measured according to positive and negative mentions on social media, in a public study by Amplicate, which collects consumer opinions posted on social media. Conversocial reviewed the retailers’ Facebook pages over a period of five working days from Sept. 15 to 21 to assess how quickly, and how often, those retailers responded to complaints and questions. The company awarded scores of 0 to 5 for each response and took an average for each retailer.

The research, titled "Who’s Ignoring Their Customers?: A Survey Of The Largest U.S. Retailers and Their Use of Social Media," is available here.

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