“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

Experiences

Satisfaction

Perceived Value

Customer Loyalty is NOT:

a card a rewards scheme

a discount a new website or technology

Recognition

Competence

Convenience

Meet expectations…!

The retail time clock

Local

Super

Discount Mega

Route

Special

Key Points

Competitive advantage

Employee Engagement

Leadership

Show you care

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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