Smith’s Pharmacy

Rachael Headley, Julie Matthews

Smith’s Pharmacy: Your independent home-town pharmacy. One location, owned by one pharmacist who employs his daughter as a second licensed pharmacist.
Goal: Build better relationships with existing customers, increase sales, promote health and wellness
Long Term Goal: Add a second location and add two more staff pharmacists

  • People
    – Existing customers:  build loyalty
    – New customers: expose them to why Smith’s pharmacy is different and more personal
    – Reach pharmacists in the area
  • Objectives
    – Get 70% satisfaction on customer service survey
    – Get 500 people to sign up for online health community
    – Get 20 pharmacists for free online webinar
  • Strategies
    – E-mail an infographic on what common medications shouldn’t be taken together
    1. E-mail preliminary satisfaction survey two weeks before the  infographic
    2. E-mail the infographic
    3. E-mail the next survey a day after the infographic
    4. Measure the changes in satisfaction, working towards 70% satisfaction
    – Offer e-mail reminders for upcoming refills
    – Online Health Community website
    1. Allows for an “ask the pharmacist” message board anonymously or by name
    2. Allows for message boards for people suffering with the same diseases,
    serves as grief support.
    3. Measure success by engagement/interaction working towards 500.
    -Webinar for pharmacists
    1. Offering a free resource to existing pharmacists to build relationships for
    future hire
    2. “Bridging the gap between the pharmacist and the customer: becoming more
    involved with your customer”- theme of the webinar
    3. Provide information about the webinar a month in advance to the Professional
    Pharmacists Organization
    4. Work towards goal of 20 pharmacists sign up
  • Tactics/Technology
    – E-mails
    1. Ask customers for e-mails for surveys/infographic
    2. Offer to send refill reminders via e-mail
    – Online Health Community Website
    1. Create a website with an easy to remember url
    2. Develop message board structures/categories
    – Webinar
    1. Webinar software: anymeeting
    2. Create simple website using wordpress to opt-in
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