In this Issue

LEMOYNE, Pa. — An interactive kiosk that allows customers to order prescription glasses and contact lenses online, a special shelf for diabetes products and a new interior design are among the newest features at Rite Aid’s newest version of its Wellness store in Lemoyne, Pa. A path of wooden flooring leads directly to the store’s pharmacy, whose immediate surrounding area has been cleared of merchandise to give it a more open look.

The battle to capture and retain customers in a world where price, convenience and even customer service have become commoditized is in full swing. “The risk is you end up in a loyalty war [where] companies begin to use the loyalty scheme or the loyalty component of [the card] as another form of price escalation,” warned Bryon Pearson, president of LoyaltyOne and contributing editor to Colloquy, a magazine that has covered the loyalty marketing industry since 1990. “The intelligence that sits behind these programs is where the real value is,” he said.

Nielsen’s SVP consumer and shopper insights Todd Hale points to Kroger’s loyalty card as one of the best examples of consumer data aggregation. “Not only do you save money when you use their loyalty card, but you [also] save money no matter where you shop,” he said of Kroger’s 1-2-3 Rewards Visa Card, which is linked to its loyalty program.

That catapults actionable shopper data to an entirely new level — Kroger knows what its best customers are buying from other retailers.

While there is still plenty of room for improvement, a growing number of patients have either already received or plan to receive a flu shot this year compared to one year ago. According to an online survey of more than 900 AccentHealth viewers conducted in September, 57% of patients have received or plan to receive a flu shot this year, versus 53% in 2011. 


To see more Patient Views, click here.

Improving medication adherence in specialty pharmacy could be equivalent to introducing a new blockbuster drug. That’s how Diplomat Specialty Pharmacy president and CEO Phil Hagerman put it at Drug Store News’ Specialty Pharmacy Roundtable two years ago. 


CVS/pharmacy certainly is the leader in terms of how to translate reams of shopper data into programs that drive profitable results. It’s been at it for almost 15 years, and its 70 million active cardholders makes for the largest loyalty program in retail pharmacy.

In a major nod to the program’s success, 67% of CVS transactions and 82% of all front-store sales are tied to ExtraCare, and card members buy 85% more items per trip versus nonmembers.

Walmart in September partnered with HumanaVitality on a program that incentivizes healthier behavior, offering 5% savings on select healthier-for-you products. The program has about 1 million members.

“With [HumanaVitality’s] large population, we’ve got a lot of opportunities to collect data and to understand how this is … changing behaviors of individual shopping experiences,” said Joe Woods, HumanaVitality CEO.

Retail pharmacy veteran Frank Scorpiniti officially assumed the role of CEO of Rexall Pharma Plus in February. Now that he’s settled in North of the Border, Scorpiniti talked with Drug Store News about his new role and his insights on the Canadian retail pharmacy market.

DSN: What are your key goals as CEO of Rexall Pharma Plus, and how would you describe your leadership style?