Walgreens: At The Corner Of Technology And A Better Customer Experience

Perhaps you’re familiar with the Walgreens tagline: At the corner of happy and healthy.Even though the slogan is somewhat new, it is what Walgreens has always delivered.

I have been going to Walgreens since I was a little boy. Growing up, there was always one just down the street, and there still is for me today. People there are friendly. The pharmacist knows me and my family. I’ve demonstrated a high degree of customer loyalty to them, and in return, they have given my family good service and value over the years.

As “friendly” as their tagline is, it’s not just being friendly that has gotten them this far. They are sharp retailers operating in a tough, competitive environment. They have used customer service as a strategy to build customer loyalty, as their competitors have. But in addition, they have gracefully moved into the digital age, exploiting data and technology to create a better customer experience. Deepika Pandey joined Walgreens in 2008. Currently serving as, she says, “The key to elevating the 116-year old company’s $117 billion chain store experience from ho-hum to best-in-class is making sure you understand the technology, but to also keep your eye on the customer.”

Contributor: Shep hyken.