Riding momentum, customer loyalty

The supermarket industry’s biggest engine appears to be firing on nearly all cylinders.

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Kroger has become one of the nation’s leading operators of in-store clinics. “Due to years of strong growth, The Little Clinic expansion is becoming more aggressive,” Kroger reported last year, “with 55 clinic openings ... [in] 2014, including expansion into two new divisions [Central and Mid-Atlantic].” That aggressive strategy boosted The Little Clinic network to 165 units in eight states, including Colorado, Arizona, Ohio, Indiana, Virginia and Georgia.



Kroger’s pharmacies also continue to reach customers with new preventive health-and-wellness services. “Everyday pharmacy services include vaccinations, medication therapy management and a variety of health screenings,” the company reported. “Many locations offer more intensive education and management programs, such as diabetes and heart-healthy coaching, diabetes self-management education, fitness, nutrition and weight management, and smoking cessation. Kroger also is utilizing innovative methods to improve medication adherence, reduce hospital readmissions and lower total healthcare costs.”



“Collaboration has been a key to our success,” said Kroger clinical coordinator Jim Kirby. “Partnering with organizations like the APhA Foundation, health systems and universities has enabled us to develop and test unique interventions. These programs are using a team-based approach to provide patient-centered care and improve health outcomes.”



Key to Kroger’s overall success has been its ability to tailor its customer loyalty and health-and-wellness programs to local markets and regional preferences. “We continue to differentiate ourselves through customer insights gained by analyzing customer shopping habits and behavior,” Kroger reported. “Years of experience in data analytics have made us exponentially better at personalization and individualized rewards.”