OPERATIONS / SUPPLY CHAIN

Ann Arbor, Mich. -- A study released Tuesday by customer feedback management firm CFI Group found that social media may be blunting the impact of negative word-of-mouth.

According to the findings of its annual Call Center Satisfaction Index, CFI Group said that social media commentary after a call center experience can have a counter-intuitive impact.

Watsonville, Calif. -- West Marine said Tuesday that its president and CEO Geoff Eisenberg will resign once a new chief is appointed.

Following a leadership transition period, Eisenberg will serve as a special advisor to the West Marine board of directors.

West Marine has already initiated the search for a new CEO. No reason has been given for Eisenberg’s departure.
 

Columbus, Ohio -- Express announced the launch of Express Next, a new points-based loyalty program open to all Express customers throughout the United States. It replaces the previous loyalty program that was only available to Express Credit Card holders, and is designed to meet the Express shopper's habits both in-store and online, as well as reward brand interaction via social media.

Redmond, Wash. -- REI (Recreational Equipment, Inc.) promoted Bill Baumann and Brad Brown to senior VP information technology, and e-commerce and direct sales respectively.

In addition, Kathleen Peterson has been named VP of REI Private Brands.

New York -- Target Corp. on Monday named Jeffrey Jones as executive VP and chief marketing officer, effective immediately. He succeeds Michael Francis who left the company in October to join J.C. Penney.

Toronto -- Well.ca, the largest health, baby and beauty e-commerce retailer in Canada, has opened the first QR-code “virtual store” in North America, in Toronto. The temporary space is open from April 2 to April 30.

“At Well.ca our mission is to break down barriers to online shopping. We've mashed together our love of smartphones, the convenience of e-commerce and free shipping to do something no other retailer delivers,” said Ali Asaria, founder and CEO of Well.ca.

Houston -- Specialty retailer Charming Charlie announced the appointment of four retail executives as part of the ongoing development of the company’s internal structure and another step in its ongoing national expansion, including the opening of 60 retail locations in 2012.

New York -- Swedish fast-fashion retailer Hennes & Mauritz (H&M) plans to call its new retail brand “& other stories” according to various media reports.