Gerry Spitzner | Blog

Create a value proposition for your Pharmacy that people really care about

Posted by in Business Planning, Customer experience, Marketing, Pharmacy, Retail, Small Business

Getting your value proposition right is critical to your Pharmacy’s business model.  You can have the best features, the most perfectly executed daily business operations, the right price etc.; but no one will ever know of it if they don’t get past your high-level value proposition. Warren Buffet’s famous quote from his 2008 Letter to Berkshire Hathaway Shareholders helps to explain. ‘Price is what you pay; value is what you get.’ Your value proposition is the crunch point at the intersection between business strategy and brand strategy. It’s a promise of value to…read more

5 key operations tech trends for retail pharmacy

Posted by in Business Planning, Customer experience, Marketing, Pharmacy, Retail, Small Business

Innovations and trends that are changing the retail Pharmacy landscape While many Pharmacists only encounter or look for trends once a year, it’s clear that trends don’t begin or end at the stroke of midnight on New Year’s Eve.  Advanced technologies are driving the disruptive innovations that will bring significant and permanent change to Canada’s business landscape. Watch out. Speed matters; the world is not only moving fast, it is accelerating. Disruption is not going to happen in some distant future. It is happening now. With one in three Canadian…read more

Rx for customer success

Posted by in Customer experience, Marketing, Operations, Pharmacy, Retail

Consumers’ needs and expectations are constantly evolving in the healthcare market.  But the one thing that’s never changed in any business is listening to your customers. The customer’s experience is the greatest determinant of success in any business. Customer experience and loyalty are harmonious, and nothing differentiates one pharmacy retailer from another more than the ability to engage customers and build relationships with patients. I’m often asked what the difference is between “customer service” and the “customer experience”. “Customer service” is the action of serving customers, while the “customer experience”…read more

Suppliers; If you think you know who your customers are,..think again

Posted by in Customer experience, Marketing, Retail, Small Business

Do you know who your customers really are? It may surprise you that many suppliers don’t. In fact, if you’re like most businesses that sell products/services to e-commerce and storefront retailers, you probably think your customers are everyday consumers. That is, the people buying your product off of store shelves. It’s a common misconception. In reality, retailers are your customers, and the retailers’ customers are your end consumers. If you frame your strategy around this premise, your sales approach will always be on the safe side of retailers. While your…read more

My 2cents for the graduating class of 2016 PharmSci students

Posted by in Business Planning, Leadership, Pharmacy, Retail, Small Business

With graduation season upon us, we look forward to celebrating the pharmacist graduates in our life.  For many, it can be a stressful time.  With young people receiving so many mixed messages about their futures and the choices they are expected to make, confusion is inevitable.  Learning to ask the right questions is an important skill to develop that will help you identify and seize opportunities to build a successful career. A lot of people — including many health professionals themselves — tend to overlook the fact that pharmacists, docs,…read more

How to get your product to retail stores

Posted by in Business Planning, Customer experience, Marketing, Operations, Retail, Small Business

Preparing Your Product for Distribution Success Getting your product onto retailer’s shelves is not easy. It takes a lot of time and effort. Before you go leaping ahead to that all important sale, first you must know how you will get your product to retailers and fulfill your contract.  Not something you want to start working on after you’ve made that sale. Depending on the type of retailer you are targeting there are several ways to get your product to their door. Retailers often belong to several different supply chains,…read more

Find and engage the right mentor

Posted by in Leadership, Pharmacy, Retail, Small Business

As I’ve gotten older I’ve reflected on the random twists and turns in my life. I’ve thought deeply about exactly how I arrived at my current circumstance, and trusted mentors are a common element that have influenced each twist and turn I’ve taken. While there is no doubt that I’ve done the work, taken the risks and pushed myself to the brink, it would be both insincere and inaccurate to say that I’ve done it completely on my own. I’ve been influenced by many great people who have, and continue…read more