Gerry Spitzner | Blog

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

Don’t be apprehensive about promoting your patient services

Posted by in Business Planning, Customer experience, Marketing, Operations, Pharmacy

I have two questions for you, both based on the following hypothetical situation: Suppose I told you I had developed a solution to one of your biggest life problems—the kind of problem that literally keeps you awake at night.  Maybe I discovered a way to help you lose weight and stay in shape effortlessly.  Maybe I can show you how to save so much money that you can retire and do what you really want.  Maybe I have a parenting approach that will get your teenage kids to stop ignoring…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

More amazing stats about the size and reach of the Internet.

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

Social media 152 million – The number of blogs on the Internet (as tracked by BlogPulse). 25 billion – Number of sent tweets on Twitter in 2010 100 million – New accounts added on Twitter in 2010 175 million – People on Twitter as of September 2010 7.7 million – People following @ladygaga (Lady Gaga, Twitter’s most followed user). 600 million – People on Facebook at the end of 2010. 250 million – New people on Facebook in 2010. 30 billion – Pieces of content (links, notes, photos, etc.) shared…read more



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

Nearly one in five consumers will return a gift from the holiday season. Some will find that returning merchandise is not as easy to do as in the past as retailers tighten up policies to reduce fraud and protect the bottom line. Some retailers will continue to offer liberal return policies and even seek to use them as a means to differentiate from competitors in the market. So, the question I’ve been mulling over the past few weeks; do liberal return policies affect good customer service?



Posted by in Marketing, Operations, Pharmacy, Retail, Small Business

Recently, I’ve read several studies that independent retailers can survive in an increasingly cutthroat competitive environment by: Establishing a value that has nothing to do with price; focusing on speed, convenience or service. (Or all of the above.) Using technology where possible to be more customer-focused, and using tools such as “social media” to establish strong customer relationships. Motivating employees to understand a store’s products so that they can effectively sell them. Sell products that nobody else carries; especially the products being “footballed” by the chains and big box guys….read more



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

We all know the statistics: a customer who has had a bad experience will tell up to 20 people, while the average satisfied customer may tell five others—if you’re lucky! It costs five times more to attract a new customer than to keep one you already have. Only 4% of your customers will bring a complaint to your attention, so for every complaint you receive there may be dozens that you haven’t heard about. What are you to do?