How CVS Got an Entire Organization Engaged in a Mission



Cory Bennett
06/03/2011

CVS Caremark, the largest pharmacy health care provider in the United States, runs its business with the vision, "We strive to improve the quality of human life." This is not merely a slogan, though, but a set of values that each CVS employee from frontline staff to executives follows. Through a series of new employee training programs, ongoing education, seminars and activities, CVS generates remarkable buy-in across departments.

Rosemarie Donzanti, the senior vice president of customer care at CVS Caremark, spoke with CMIQ at the 3rd Annual Customer Experience Summit about these methods to gain company-wide buy-in to a set of values. Donzanti discussed frontline staff training and the ways CVS uses behavioral analytics to help contact center employees how to best deal with customers. Donzanti also explained how CVS helps employees relate to the company's customers through internally sharing inspiratoinal stories of employees and customers experiences with CVS.

Listen to the full interview to learn how your company can better get your employees to best represent your brand, vission, mission and values.

RECOMMENDED