Customer choice
Customer choice
Customers have a huge range of choices now, so attracting and keeping them is essential for the business to survive and thrive. Customers will choose where to take their business based on the factors below. Click each box to reveal more.
This is where your pharmacy location is key. Other convenience options such as delivery services and having an online presence to highlight services may be a consideration. Customers want a credible range of effective products that they can find easily in the pharmacy. Consider:
- Is there effective signage?
- Are there baskets in the doorway?
- Are products logically located?
- Can you encourage additional purchases of linked items by locating them near each other?
- What is the overall experience like for a customer in your pharmacy?
- Does the product range meet their needs?
- Can they navigate the store with ease?
- Are customers aware of the availability of a private area to chat?
- Are products that might be considered embarrassing to purchase located in a discreet area or handled with sensitivity?
Customers may be getting product or pharmacy recommendations from friends and relatives or other influencers, such as the media, bloggers or online reviews. There is a lot of readily accessible information available - some sources may be credible, others may not, and customers could be getting information from any of these sources.
Value is not only about money. It's about how a service or product meets a person's individual needs. A key part of the pharmacy service is being there to give advice as well as recommend effective products. Being the healthcare experts that are so easily accessible is a key driver for customers' getting value from their visit to their local pharmacy.