The landscape of retail pharmacy is getting weirder and weirder, isn’t it?
Continued consolidation of the big box corner clones which further creates a “superpower connection” between government (over-seer’s of our health care industry), PBM’s and Pharma…in my mind, an un-holy trinity of disease state management, cost gauging, and continually failing customer experience.
What about the customer, where do they fit in this equation?
What about their levels of satisfaction?
JD Power recently published their annual US Pharmacy Study. Understanding the importance of the consumer experience as being one of the most effective ways to optimize ones marketing practices, this study is designed to provide a framework to help pharmacies define and take advantage of customer satisfaction.
This study looked at 5 Factors:
Where the designated types of pharmacies studied were described as: Major...