Special Reports Archive

Publix routinely makes strategic moves to enhance the customer experience in the pharmacy and health-and-wellness arena that are rooted in the customer service mindset that has made its supermarkets so popular.

Last fall the company introduced a new larger, triangular-shaped pill bottle that is designed to be easier to open. While the pill bottle redesign didn’t go as far as the award-winning program Target introduced a few years back, the move underscored the fact that Publix is a pharmacy innovator.

With pharmaceutical and healthcare expenditures on the rise, a primary care shortage at hand and an expected upswing in patients diagnosed with chronic diseases, there’s no denying that the marketplace is in the midst of an evolution. Despite the challenges, Walgreens’ health-and-wellness division has positioned itself for such changes and, according to headquarter executives, has a winning strategy in place — broadening and deepening its payer relationships.


A whole slew of drugs will lose patent protection this year, opening up opportunities for generic drug makers to market their own versions. Most notable among these is Pfizer’s cholesterol-
lowering drug Lipitor (atorvastatin), the world’s top-selling drug, with U.S. sales of $7 billion during the 12 months ended September 2010, according to IMS Health.




Talk about a bold retail vision. Walgreens president and CEO Greg Wasson said the nation’s top pharmacy retailer wants nothing less than to “own well.”

Walgreens is ready for its closeup.


After a two-year, top-to-bottom makeover — and a relentless focus on its core customers and its broad mission as a health, wellness and convenient shopping destination — the company that wants to “own well” has honed its message to consumers: Walgreens is ready to be the nation’s top wellness destination.

Generic drug usage already has been on the rise year after year, with no sign of slowing down. As Jody Fisher, VP marketing for healthcare analytics at market research firm SDI, has told Drug Store News, generics accounted for more than 70% of products dispensed at retail pharmacies and are set to increase further this year.




As the costs of primary care march steadily higher and patients endure ever-longer wait times to see a family physician, the need for accessible, cost-effective patient care alternatives has become both obvious and urgent. 


Enter Walgreens. Armed with new, time-saving 
pharmacy automation tools, a growing offsite-dispensing capability and an array of new adherence and disease-management services, the company heavily is promoting its pharmacists and in-store clinicians as the most cost-effective front-line resource for community-based patient care.


There’s a reason Walgreens’ leaders are pushing so hard to upgrade communications capabilities and reach consumers through every channel, from stores and drive-through pharmacies to social media and smart phones. “Multichannel shoppers are three times more valuable to a retailer than a single-channel shopper,” president and CEO Greg Wasson said in January.