More than half of U.S. consumers would not recommend a particular pharmacy to family and friends, according to a new report by a Canadian customer experience management firm.

An often-heard remark in arguments between people is, “You’re not looking at the big picture.” But it’s often just as important to look not just at the big picture, but all the little parts that constitute it, especially if you’re the head of store operations for a major retail chain.


The predictability of the chain store shopping experience has long been both a strength and weakness. The quality and experience may be predictably good, but can a shopper have a warm relationship with a store that treats everyone the same? 


Beauty brand L'Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.

Drug Store News spoke with Adam Holyk, Walgreens divisional VP loyalty and consumer insights, about the newly created consumer insights team focused on enhancing Walgreens’ engagement with its patients and customers, and how it will help complement Walgreens’ marketing efforts.


Customer loyalty has always been paramount for retailers, but as we wade into 2012 and beyond, it is becoming increasingly evident that retailers have a renewed focus on establishing a strong sense of loyalty and creating an engaging customer experience through cross-channel initiatives that are touching customers both in and — perhaps more importantly — out of the store.

Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.

Three-out-of-four surveyed retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies, according to Motorola Solutions’ "Annual Holiday Shopping Survey."

A regional supermarket chain is looking to enhance its customers' shopping experience with the introduction of a new mobile application.

Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.