Content about Customer experience

TORONTO — More than half of U.S. consumers would not recommend a particular pharmacy to family and friends, according to a new report by a Canadian customer experience management firm.

An often-heard remark in arguments between people is, “You’re not looking at the big picture.” But it’s often just as important to look not just at the big picture, but all the little parts that constitute it, especially if you’re the head of store operations for a major retail chain.


The predictability of the chain store shopping experience has long been both a strength and weakness. The quality and experience may be predictably good, but can a shopper have a warm relationship with a store that treats everyone the same? 


Walgreens gets that. So it is transforming its relationship with its customers by getting to know their needs more closely. 


RESTON, Va. — Beauty brand L'Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.

The move will enable L'Oréal USA to automatically route consumer insight to the right people and more effectively engage with its consumers.

Drug Store News spoke with Adam Holyk, Walgreens divisional VP loyalty and consumer insights, about the newly created consumer insights team focused on enhancing Walgreens’ engagement with its patients and customers, and how it will help complement Walgreens’ marketing efforts.


DSN: What is the overall vision for the insights team?


Customer loyalty has always been paramount for retailers, but as we wade into 2012 and beyond, it is becoming increasingly evident that retailers have a renewed focus on establishing a strong sense of loyalty and creating an engaging customer experience through cross-channel initiatives that are touching customers both in and — perhaps more importantly — out of the store.

NEW YORK — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.

WABAN, MASS. — Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.

Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H-E-B and credit unions.

According to the 2012 Temkin Experience Ratings, in its second year, 76 companies (37% of the total) earned "poor" or "very poor" ratings.

SCHAUMBURG, Ill. — Three-out-of-four surveyed retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies, according to Motorola Solutions’ "Annual Holiday Shopping Survey."

Shoppers echoed a similar sentiment, with 67% reporting greater satisfaction with stores where associates utilized the latest technologies to assist in the shopping experience. And 43% of shoppers reported that the mobile point of sale improved their shopping experience.

SPRINGFIELD, Mass. — A regional supermarket chain is looking to enhance its customers' shopping experience with the introduction of a new mobile application.

Big Y said that its mobile app — powered by mobile commerce platform provider AisleBuyer's mShop, which allows shoppers to scan barcodes to view and compare product and nutrition information, access customer reviews and receive personalized coupons and offers — is designed to deliver enhanced customer service and engagement.

NEW YORK — Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.

The consulting and research firm analyzed responses from 6,000 consumers, found that Amazon.com ranked No. 1 for providing an "excellent" customer experience, coming in with a ranking of 81.3%. A business qualifies for an "excellent" rating when their score is 80% or higher, Temkin said.