THIS week's contributor is David Gooderham, People and Culture Officer, Wizard Pharmacy - Achieving Customer Success: Delivering a memorable customer experience creates top-of-mind brand recognition, encourages return visits, grows customer loyalty and increases basket sizes.
But how do you deliver a memorable customer experience?
By implementing an effective customer service development framework, you can empower your team with the tools to effectively engage with customers, clarify their needs and offer a personalised health solution, all while maximising value for customers and your business.
We must ask ourselves -- "If I were the customer, what kind of experience would I be looking for?" Keeping that customer hat on is key.
Making widespread changes to a business culture requires everyone to keep an open mind and remain committed. It's all well and good to introduce a framework, but unless you have leaders in your pharmacies who have the confidence and skills to maintain and implement it, it's not going to work. Changing behaviours takes time and resources to get right, but the results are worth it.
Wizard Pharmacy's Customer Success framework was designed exclusively for Wizard by behavioural psychologists. CLICK HERE to find out what it can do for you and your team.
The above article was sent to subscribers in Pharmacy Daily's issue from 07 Jun 21
To see the full newsletter, see the embedded issue below or CLICK HERE to download Pharmacy Daily from 07 Jun 21
