There is no doubt that consumer buying habits have changed over the last 12 months — spurred along by online retailers and a global pandemic. The role of the pharmacy team is to create connected, seamless experiences across digital and physical to make your pharmacy work for your customers.
So, what can independent pharmacies do to stand out from their competitors?
Own, adapt and take responsibility for business changes and evolving as conditions change. Know the market by engaging in the market and in the local community.
Define who you are and what you do – and then deliver on it. If you know your purpose, your team and you can be knowledgeable about everything in the pharmacy and be able to sell it. Play to your strengths by providing a personal interaction and building loyalty.
Professionalise by deciding the type of customer experience you want to create and putting in place the systems to deliver it. Create an environment that people want to visit – then change it to keep customers interested and engaged.
Develop your people into experts as people buy from people who know what they are talking about, and people they like.
Partner up and develop mutually rewarding relationships with suppliers, or businesses that serve and operate in the same community.
Successful retailers always observe, assess, and analyse customer experiences, engagement, competition, team training, product categories, what is working well, and what is not.
To learn more about how Australia’s largest, truly independent pharmacy network engages with members to become forward-thinking retailers, visit pharmacyalliance.com.au.