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As part of Rite Aid’s new Wellness store formats, Rite Aid has positioned its Wellness Ambassador in front of the OTC aisles armed with an iPad that has access to vetted health information. “Our Wellness Ambassadors play an important role in the customer experience,” noted Robert Thompson, Rite Aid EVP pharmacy. “They’re there to help patients talk to the pharmacist [for] specific answers to their health questions,” he said. “With us, it’s personal,” Thompson added, referencing Rite Aid’s long-standing maxim. “This is just an additional resource dedicated to building a personal relationship with our customers.”
Rite Aid’s Wellness Ambassadors also are fostering relationships with the local health community with visits to nearby senior homes and healthcare practices armed with information on all the services Rite Aid pharmacy offers.
And the Wellness Ambassadors are specially trained through a regimen that includes a series of live classroom sessions, computer-based modules and on-the-job training, along with regular updates.
Rite Aid fields 423 Wellness format stores today, all of which are populated with a Wellness Ambassador, and plans to grow that number to 780, or 17% of the company’s store base, by the end of its fiscal 2013.