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Pharmacy customer loyalty

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This presentation from the Pharmacy Guild's Pharmacy Business Network conference identifies the critical success factors for New Zealand pharmacies which generate true customer loyalty and increased profits.

Published in: Retail

Pharmacy customer loyalty

  1. 1. “Call me loyal?” 3 keys to customer loyalty for pharmacies
  2. 2. Customer Loyalty is: the result of… positive emotional experiences satisfaction with products and services perceived value
  3. 3. Experiences
  4. 4. Satisfaction
  5. 5. Perceived Value
  6. 6. Customer Loyalty is NOT:  a card  a rewards scheme  a discount  a new website or technology
  7. 7. Recognition
  8. 8. Competence
  9. 9. Convenience
  10. 10. Meet expectations…!
  11. 11. The retail time clock Local Super Discount Mega Route Special
  12. 12. Key Points Competitive advantage
  13. 13. Employee Engagement
  14. 14. Leadership
  15. 15. Show you care
  16. 16. Don’t be cheapest
  17. 17. What are you famous for? Competitive positioning for retailers
  18. 18. Be famous for service
  19. 19. The loyalty cycle
  20. 20. $20-00 Average Sale
  21. 21. $25-00 Average Sale
  22. 22. $30-00 Average Sale
  23. 23. $40-00 Average Sale
  24. 24. $50-00 Average Sale
  25. 25. Best quality products and advice Cheapest products self-service The future of pharmacy
  26. 26. “Call me loyal?” 3 keys to customer loyalty for pharmacies 3. Measurement + feedback on results average sale 2. Experiences that satisfy customers recognition + competence + convenience 1. Engaged staff lead by example + spend time
  27. 27. www.rpmretail.com

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