Consumer Affairs & Relations

DALLAS — On orders of the U.S. Department of Defense, The Army and Air Force Exchange Service, will for the first time in its 116-year history, name a civilian to the role of CEO/director.

Until such a person is named, COO Mike Howard will take over as acting CEO/director as the organization’s board of directors seeks a permanent replacement. 

NEW YORK — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.

The United States isn’t the only country where workers’ rights are called into question by pro labor groups. North of the border, Target, which is expanding there for the first time, is facing criticism for its "anti-worker" policies from unions in both the United States and Canada. 

Walk into a Target store anywhere in the U.S. and it’s a safe bet there will be at least a few customer rummaging through the bins of single price point merchandise in the Dollar Spot located just inside store entrances. The ever changing assortment’s treasure hunt appeal and single price point value proposition are simply too much for many customers to bypass. It is enough to make wanna-be merchants wonder if further expansion of the concept makes sense for Target, especially considering the raging success companies such as Dollar General and Family Dollar are having.

Salisbury, N.C. -- Grocery chain Food Lion, a subsidiary of Delhaize America, said Wednesday that it has rolled out a previously announced new brand strategy to 268 stores in Virginia, West Virginia and North Carolina. These markets are the first stores in 2012 to unfurl the new strategy, which is based on customer feedback. 

New York -- Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.

DEERFIELD, Ill. — On the eve of a potential Federal Trade Commission approval of the Express Scripts/Medco merger, Walgreens' underlying fundamentals still are strong, Walgreens president and CEO Greg Wasson told analysts Tuesday morning. It's that underlying strength that has helped Walgreens in the wake of its exit from the Express Scripts pharmacy benefit network, a factor that impacted Walgreens' net earnings by 7 cents per diluted share for its second quarter ended Feb. 29. Net earnings for the second quarter were $683 million, a 7.7% decrease.

BENSALEM, Pa. — Charming Shoppes Inc. recorded a wider-than-expected loss for its fourth quarter as higher product costs and discounts at its Lane Bryant division cut into margins. The chain said it plans to close between 90 to 105 underperforming stores this year.

Charming Shoppes, which hired Barclays Capital in December to help it review its options, posted a loss of $13.2 million for the three months ended Jan. 28, compared with a loss of $30.4 million a year ago.

NEW YORK — Charitybuzz (www.charitybuzz.com), an online charity auction house, announced that Peter Sachse, chief stores officer of Macy’s, has been appointed to the Charitybuzz board of directors. Sachse also serves as a member of the board of governors of the YMA Fashion Scholarship Fund and as a director of XO Group, Inc. Charitybuzz raises funds for nonprofits around the globe through exclusive online charity auctions with the world’s biggest celebrities and brands. 

New York -- The Conference Board said Tuesday that its Consumer Confidence Index pulled back slightly in March, to 70.2, down from 71.6 in February.

"Consumer Confidence pulled back slightly in March, after rising sharply in February,” said Lynn Franco, director of The Conference Board Consumer Research Center. “The moderate decline was due solely to a less favorable short-term outlook, while consumers’ assessment of current conditions, on the other hand, continued to improve.”