Report shows retailers need to enhance services for increased customer experiences

According to a recent report by PwC, customers are seeking shopping experiences of excellence to create a strong psychological connection with their retailer. The PwC report, entitled "Experience Radar 2011: Retail Insights" entailed an in-depth survey of over 6,000 U.S. consumers over 11 industries. The survey examined five of the consumer experience attributes, considered the core focus: support, accessibility, presentation, quality and social belonging. The report results indicated that product knowledge and recommendations were nearly one-third of good experiences related to the support topic. Loyalty programs alone, without the above attributes were not enough to push the needle for increased customer experience. Lisa Feigen Dugal, PwC's U.S. retail and consumer practice advisory leader stated that "Customers, like all of us, are social beings, seeking connection and community. When retailers move beyond solely relying on points and develop experiences based on what's most important to consumers, you not only drive loyalty, but you create ultimate brand ambassadors who spread the word on their positive experiences." PwC indicated that the results showed that retailers need to enhance their services by investing in knowledgeable staff and leveraging front-line employees. Susan McPartlin, PwC's U.S. retail and consumer industry leader stated "A single purchase experience can leave a lasting impact on how the consumer identified with the retailer, so it's imperative that retailers enhance how they serve customers to minimize potential hurdles from beginning to end." Recommendations from the report included: Primary focus should be on the shopper experience. Invest in well trained staff and information technology to help confirm consumer purchasing decisions. Make your customers your brand ambassadors. A good experience can be the best for your pharmacy. Avoid bad experiences that can cause wide spread damage. Attract new customers by addressing any psychological hurdles in shopping worries. Make sure you have an 'anytime/anywhere' attitude: both off and online. Develop multichannel strategies that will make it easy for consumers to see what products you offer and/or shop online. Give customers a feedback channel. Sometimes an apology isn't enough when something bad happens.

PharmacistsOnLine is your technology company, specializing in the kind of service experience you need for your patients to keep them loyal to your pharmacy.

The iHealth Kiosk, by PharmacistsOnLine is the first affordable health and wellness kiosk available for the independent pharmacy. Now you too can offer your customers and patients an iPad style friendly touch screen that will answer their health questions, offer prescription refills, show daily changing health articles and, if you have the RxWebGenius, it will give your patients all the marketing tools (including coupons) and wellness products that are displayed on the website.

Combine your excellence in customer service with the RxLoyaltyGenius program: a true 'customer intelligence' platform offering loyalty and marketing tools. Almost completely automated, you spend 10 minutes per month and have access to a technology tool that is designed to give your customers lifetime value. You can offer special services and products and become a marketing guru. Dollars are converted to points and rewards are automatically sent to the customer. They bring in their rewards and spend an average of 2-3 times the value of the reward.

PharmacistsOnLine has a suite of technology solutions to keep you competitive and increase your margins. Call 1-866-312-8324 for information

Forrester Reports: Communities are part of the future of tech marketing

Tech marketers are adding social media to the marketing mix with the business highlight noted that communities prefer online forums. The struggle that must be addressed is the question as to how to handle on-domain forums and arenas where customers can connect with experts, designate interests and sustain quality interactions. The return on investment can be quite significant, but the risk is in the building and measurement process. Marketers are using and demanding social media. The use of 'customer intelligence' is a primary focus, but the data achieved on social media is a bit trickier and more controversial. Future use of this data will involve PIDM (personal identity management). Existing technologies that use 'customer intelligence' as well as PIDM are proving grounds for success.

Compete with the chains with the tools designed for the independent pharmacy in mind: RxWebGenius 'web presence' is the interactive site that now features Facebook Managament Console and iWebGenius. RxLoyaltyGenius program: a true 'customer intelligence' platform offering the combination of loyalty and marketing tools blended with almost complete automation. This means you can have a loyalty program with very little time investment. Offer special services and products to maintain your excellence in branding for your pharmacy.

Make the smart decision for your pharmacy. Visit www.RxLoyaltyGenius.com or call 1-866-312-8324 for information.

37% of retailers now have a mobile site

According to the third annual Mobile Audit released by Acquity Group, an e-commerce and digital marketing company, the adoption of mobile use is on the rise. The increase of those retailers with a mobile site has reached 37% in 2011, which is an increase of 12% from 2010. It may be important to note that the 2009 increase was only 4%. This equates to a 210% overall increase in the past year. The survey found that there is at least one mobile app by nearly 1-in-4 retailers. The top ten leaders in the mobile space included Walgreens and Walmart. While the rate of mobile adoption fluctuates by industry, Acquity Group found that groups such as health and beauty, food and drug and mass merchants scored much higher (66% adoption average) than groups such as flowers and gifts, and hardware and home improvement (36% adoption average).

The RxWebGenius web presence now offers your pharmacy the ability to be smartphone friendly with the iWebGenius. Our new Facebook Management Console gives you the ability to easily select from the RxWebGenius website to auto post feed topics to your FB page. Today's websites must be interactive to keep your patients returning to your site. A static, non-changing and even supplier site will drive customers to the chains and big box pharmacy sites where they will find the exciting tools they need. Investing in the right kind of website is paramount in keeping your branding and loyalty strong. Call 1-866-312-8324.

Whose missing their customers? Consumer complaints on social media scorecard

A report by social media software maker Conversocial examined and reported the ten most loved and most hated retailers in the U.S.. The company sampled consumer posts on social media over a five working day period and assessed the awareness level of the retailers as well as how they addressed problems. The retailers with the largest volume of complaints: Sears, Walmart and Safeway, however they were the quickest to respond. Walmart missed 40% of all customer service inquiries. Costco, Kmart and Kroger missed 100%. Safeway missed only 5% of the posts.

U.S. adults struggle to pay medical bills, forgoing care due to cost

A survey conducted by Commonwealth Fund indicated that more than one-out-of-four U.S. adults did not have the ability to pay or had problems paying medical bills in the last year. The report showed that 27% of U.S. adults are struggling with medical bill payments; 42% did not accomplish a doctor visit, get a prescription filled or get the recommended and needed care. The access and cost related problems in the burden of medical bills as well as relinquishing medical care were the most prevalent in adults under the age of 65 as compared to the Medicare-aged adults of 65 and older. The survey included more than 18,000 adults in ages 18 years and older who were in fair or poor health, had major surgery or were recently hospitalized or had a serious injury in the past year. The survey was conducted in: Australia, France, Canada, German, New Zealand, the Netherlands, Switzerland, Norway, Sweden, the United Kingdom and the United States. The results of the report indicated that amidst all of the high-income countries, the United States "stood out for having the most cost and access problems." Only around 1%-14% of adults in the other countries had issues paying medical bills.

Walmart continues to deny possibility of primary care platform

A request for information that was reported by Kaiser Health News, indicated that Walmart is in the process of putting together a very comprehensive and yet low-cost primary care healthcare platform. But when questioned, Walmart denied this report, with John Agwunobi, SVP and president of Walmart U.S. health and wellness stating "The RFI statement of intent is overwritten and incorrect. We are not building a national, integrated low-cost primary care healthcare platform." The report stated that the intent of the healthcare platform that is (supposedly) being planned by Walmart will provide [preventative] and chronic care services that are not available for millions of Americans. It may be noted that many of these services are currently available at select Walmart locations that include a retail clinic partner. Tara Raddohl, Walmart spokeswoman, confirmed the proposal that Kaiser Health News reported, but would not elaborate on any details, simply referring to it as a continued effort in "strategic next steps."

Pew Internet Report: Why Americans Use Social Media

An astounding two-thirds of adults online (66%) use one or more of the social media platforms. According to Pew Internet, the ability for interactivity with family and friends (old and new) is the primary reason for use of the social media tools. 14% indicate that connecting with shared hobbies or interests are their major reasons for social media use while 9% prioritize making new friends. 5% focus on public figure comments with only 3% using social media as a platform for finding a romantic partner. Middled-aged and older adults place a higher value on social media for hobbies and interests. Men seem less likely than women to use these sites for these purposes. The explosion of social media has given marketers a tool for product and service exposure. More and more companies are creating an FB page. While special offers, coupons, incentives and weekly activities are the main draw for an FB page, the challenge continues to be another forum that must be u pdated daily. Additional encouragements and incentives are almost a requirement to entice people to 'like' your FB page. Without an easy tool for updates, social media has become another daily project that must be thought out and updated.

Facebook Management Console from PharmacistsOnLine : A simple control area that allows you to check a box to choose articles, products, specials, coupons, etc from your RxWebGenius web presence to auto feed to your Facebook page. Compete with the chains by ensuring your pharmacy information is available 24/7 on your FB page. The iWebGenius allows your RxWebGenius web presence the ability to be SmartPhone friendly. Call 1-866-312-8324 to move your pharmacy to 21st century technology.

Surescript report indicates a majority of office-based doctors are using e-prescribing

Surescript, the nation's largest e-prescribing network, reported that a vast majority of doctors in the United States are using electronic prescribing. Their study indicated that more than 52% of office-based doctors have adopted e-prescribing methods totaling approximately 357,000 active prescribers in the Surescripts network. This includes office-based physicians, nurse practitioners and physician assistants. Around 94% of the pharmacies nationwide are connected and receing e-prescriptions. The top ten states with the highest rate of e-prescribing are: Massachusetts, Delaware, Michigan, Connecticut, Rhode Island, Pennsylvania, South Dakota, Iowa and North Carolina. The adoption of e-prescribing has been a long time coming and was introduced around ten to fifteen years ago. Physicians seem slow at adopting new technologies even if it meant more convenience for the patient.

A cheap or inexpensive website does more harm to the independent pharmacy than good

Today's customers and patients demand interactivity on a website. Some independent pharmacies have settled for 5-7 page, static (non-changing) website and this is simply not enough for customers. Those pharmacies that indicate they don't have a customer base that uses the internet should be asking themselves why. Chain and big box pharmacies have adopted an incredible array of technologies and that's where the customers and patients are going. Most of the time a pharmacy chooses a webmaster 5-7 page site or a supplier site because they think it's cheaper. In the case of the internet, you get what you pay for. These kinds of sites are comparable to a glorified 'yellow page' ad, and, we all know that no one uses the yellow pages any longer. The message that these types of sites tell customers and patients is: your pharmacy doesn't care. Some pharmacies choose to list OTC sale items on their site, possibly a supplier flyer. The era of putting cotton balls on sale to draw custo mers in - is gone. Independent pharmacies must realign their thinking process and begin to add high quality, higher margin health and wellness and integrative products as a method to differentiate from the chains. Independent pharmacies need to partner with a company whose focus is the internet, and not just a sideline business.

PharmacistsOnLine has been sending the message of wellness to our independent pharmacies for over six years. Our programs are focused on assisting our independents to carry wellness products and offer services that the chains cannot compete with. Don't waste internet 'real estate' listing your sale on cotton balls and bandages. Focus on products of excellence for your front store margins. We share our relationship with over 5,000 suppliers of health and wellness products that you can easily display on your RxWebGenius website. We specialize in working with independent pharmacies and help you to differentiate your customer service attitude. Call for more information: 1-866-312-8324.