1. Three keys to customer loyalty for pharmacies are engaged staff who lead by example and spend time with customers, experiences that satisfy customers through recognition, competence and convenience, and measurement and feedback on results such as increased average sale. 2. Customer loyalty is the result of positive emotional experiences, satisfaction with products and services, and perceived value, not a rewards program, discount or new technology. 3. Pharmacies should focus on service, not being the cheapest, and becoming famous for what they are best at such as quality products and advice.

1. “Call me loyal?”
3 keys to customer loyalty
for pharmacies

2. Customer Loyalty is:
the result of…
positive emotional experiences
satisfaction with products and services
perceived value

3. Experiences

4. Satisfaction

5. Perceived Value

6. Customer Loyalty is NOT:
 a card
 a rewards scheme
 a discount
 a new website or technology

7. Recognition

8. Competence

9. Convenience

10. Meet expectations…!

11. The retail
time clock
Local
Super
Discount Mega
Route
Special

12. Key Points
Competitive advantage

13. Employee Engagement

14. Leadership

15. Show you care

16. Don’t be cheapest

17. What are you famous for?
Competitive positioning for retailers

18. Be famous for service

19. The loyalty cycle

20. $20-00 Average Sale

21. $25-00 Average Sale

22. $30-00 Average Sale

23. $40-00 Average Sale

24. $50-00 Average Sale

25. Best quality
products and advice
Cheapest products
self-service
The future of pharmacy

32. “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

33. www.rpmretail.com