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I. , July 30, 2009: CVS/pharmacy, the nation's largest retailpharmacy, announced today that it is implementing functional improvements tobenefit its customers with visual impairments and other disabilities. Thecompany has installed tactile keypads in all CVS stores and it will enhanceits website in 2009. Today's announcement is the result of a collaboration between CVS/pharmacy,the American Foundation for the Blind, American Council of the Blind andCalifornia Council of the Blind. CVS/pharmacy's actions were applauded bythese groups. "We are pleased to collaborate with organizations committed to advocacy forthe blind and introduce service enhancements in our stores and online thatwill increase access for our visually impaired customers," said HelenaFoulkes, Executive Vice President and Chief Marketing Officer of CVSCaremark.

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She cited the ongoing challengesof these site changes and re emphasized the importance of consistentlyeducating the company's staff. In his discussion on Delta's Disability Program, David Martin from theairlines department for disability services and customer advocacy alsohighlighted the value of educating employees on the subject matter andtraining them to ensure "good practices. " He continued by depicting Delta's commitment to making "Delta the carrier ofchoice for customers with disabilities. " The strategies used to do thisincludeproviding operational excellence, anticipating complaints, offering helpfulresponses to feedback, and seeking advice from experts. He defined experts as disabled individuals themselves, since they hold themost insight regarding problems and improvements. Delta works with the Shepherd Center, the Center for the Visually ImpairedCVI, and other non profit groups on its "experiential outreach program" inorder to connect with these experts.