“Call me loyal?”
3 keys to customer loyalty for pharmacies
Customer Loyalty is:
the result of…
positive emotional experiencessatisfaction with products and services
perceived value
Customer Loyalty is NOT:
a card a rewards scheme
a discount a new website or technology
Meet expectations…!
The retail time clock
Local
Super
Discount Mega
Route
Special
Key Points
Competitive advantage
Employee Engagement
Don’t be cheapest
What are you famous for?
Competitive positioning for retailers
Be famous for service
The loyalty cycle
$20-00 Average Sale
$25-00 Average Sale
$30-00 Average Sale
$40-00 Average Sale
$50-00 Average Sale
Best qualityproducts and advice
Cheapest products self-service
The future of pharmacy
“Call me loyal?” 3 keys to customer loyalty for pharmacies
3. Measurement + feedback on results average sale
2. Experiences that satisfy customersrecognition + competence + convenience
1. Engaged staff lead by example + spend time
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