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L’Oreal USA selects Clarabridge for social media listening initiative

BY Antoinette Alexander

RESTON, Va. — Beauty brand L’Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.

The move will enable L’Oréal USA to automatically route consumer insight to the right people and more effectively engage with its consumers.

"Social media is all about real time, so we need to react in real time when it comes to customer engagement and Clarabridge helps us achieve this goal," said Céline Dumais, VP consumer care center at L’Oréal USA. "We expect to see significant ROI through our ‘Voice of Beauty’ mission and, most importantly, we expect to continuously improve our relationship with our customers – something you can’t put a price on."

Clarabridge gives L’Oréal USA the tools and support to collect, cleanse, classify and understand the sentiment of customer feedback posts across millions of social media platforms in real time.

By leveraging Clarabridge’s sentiment and text analytics suite, L’Oréal USA automates the process of identifying actionable customer comments for further analysis and monitoring. Comments flagged for review are routed in real time to L’Oréal USA’s “Voice of Beauty” command center, where the appropriate team member takes the next step in the engagement process and interacts directly with the customer if needed. Customer feedback insight also is shared across the company through out-of-the-box reports and customized dashboards. Since the data are organized by L’Oréal USA’s own analysts, the team has full ownership of how the data is cleansed and monitored, improving data quality and making the analysis and categorization processes even more transparent.

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Paragon shareholders green light acquisition by Shoppers Drug Mart

BY Antoinette Alexander

KELOWNA, British Columbia — Shareholders of Paragon Pharmacies have approved the sale of 19 retail pharmacies and three central fill pharmacies to Shoppers Drug Mart.

The transaction is expected to close Aug. 1.

As previously reported by Drug Store News, the purchase price was recently revised from about $75 million to $73.5 million following a due diligence review by Shoppers that included a review of Paragon’s store operating income.

The acquisition of the Paragon retail pharmacies, along with the central fill locations that service the long-term care market, will expand Shoppers’ retail presence in western Canada and will provide a platform for the company’s MediSystem Technologies business to enter the British Columbia and Manitoba markets.


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Walmart builds green rep with opening of 100th solar store

BY DSN STAFF

SAN DIEGO — Walmart has unveiled its 100th solar-powered store in San Diego. By working with California-based SolarCity, the company’s focus on solar power has generated more than 3,000 contract construction jobs in California. In turn, SolarCity has hired 1,213 employees since announcing its first Walmart projects in September 2010. The San Mateo, Calif.-based company will install, manage and maintain 70-of-the-100 new solar power systems.

“At Walmart, we believe sustainability is about living better,” said Kimberly Sentovich, SVP Pacific division for Walmart. “By using one of California’s greatest resources – sunshine – and employing renewable technology with our California-based partners, we will continue developing solutions that are both good for the environment and good for business.”

The total combined solar efforts in California are expected to:

  • Generate up to 70 million kilowatt hours of clean, renewable energy per year;

  • Avoid producing more than 21,700 metric tons of carbon dioxide emissions per year; and

  • Provide 10% to 30%of each facility’s total electricity needs.

“Walmart is showing other businesses that you can create jobs and reduce air pollution by using better energy,” SolarCity CEO Lyndon Rive said. “In Walmart, other businesses seeking efficiency and smart energy policy have a strong example to follow.”

There now are 100 Walmart stores and Sam’s Clubs in California using traditional and thin film solar installations. After launching its solar pilot program in May 2007, Walmart strengthened its commitment to renewable energy in the state of California last year when it announced plans to expand its solar portfolio to more than 75% of its stores in California, approximately 130 stores, by the end of 2013. Since then the company has worked with local companies to install solar technology at stores from Chico to San Diego.

“Walmart’s solar power initiatives shows how companies can help bring cost-effective energy solutions to scale as part of ‘business-as-usual,’” said Gwen Ruta, VP Environmental Defense Fund’s Corporate Partnership Program. “This milestone for Walmart’s efforts demonstrates the growing roles for renewables in America’s energy future.”

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