Gerry Spitzner

customer experience

What keeps customers coming back to your pharmacy?

The biggest challenge of every retail pharmacy business in today’s hyper-competitive market is finding the right formula to attract customers and keep them. Many businesses believe that the key to success is customer service satisfaction. But just satisfying customers doesn’t cut it anymore. Satisfied is somewhere just slightly above unsatisfied, but far below inspired, delighted …

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Are you meeting your pharmacy staffing needs?

Increased competition drives the need for top talent to deliver outstanding customer experience Recently there have been multiple reports about solid growth in store count and sales in all retail sectors including pharmacy. These are solid, steady results, and many retailers report being on, or even above plan. Solid performance for retailers means growth opportunities …

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5 in-store technologies to drive sales and improve customer experience

In-store technology is helping pharmacy retailers drive sales and improve the customer experience It’s often hard these days to keep up with the speed at which technologies are developed. In fact, it can be down right mind-boggling. And for smaller, independent retailers with fewer resources to draw from than their larger competitors, understanding which technological …

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eyeglasses-focus

See through your patients’ eyes and look for “applied benefits”

Patient services are about applied health benefits, not just features. Patients always seek to fulfill some intention beyond just a pill. While pharmacists often focus on the effects of disease and medication, patients focus mainly on the outcomes. In other words, they are seeking the applied benefit of your patient service. Applied benefits are the …

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Rx for customer success

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 …

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Create a value proposition that patients actually care about

Getting your value proposition right is critical to your business model. You can have the best features, perfectly executed business operations, the right price etc., but no one will ever know if they don’t get past your high-level value proposition. Your value proposition is the crunch point at the intersection between your business strategy and …

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What’s the key to launching a new patient service?

For many pharmacists, the process of launching a new patient service begins with that lightbulb moment when they conceive of a breakthrough idea. Often, they are so passionate about their idea that they believe its merits will be self-evident to prospective customers. It will sell itself! Reality check: just because you’ve developed a cool product …

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