With over 8,000 locations nationwide, CVS is America’s second largest pharmaceutical retailer.
Advertisement:
When it was founded in 1963, CVS was merely a petite shop selling health and beauty products to communities in Lowell, Massachusetts.
Since then, the pharmacy has come a long way. It has expanded not only its range of items, but its line of services as well, and the fact that they operate such a big network of stores, and that in addition they sell through online channels just as good goes to show they run their business efficiently.
The way retailers run their business can sometimes provide insights as to how committed they truly are about delivering good customer service and satisfaction.
This amounts to strategies they adopt to adjust the value of a product relative to price, in some cases even to build products that respond to customers’ needs in terms of both quality and affordability.
Advertisement:
It as well amounts to supplying good selections of items and ensuring product availability.
It amounts to excellent sales assistance, to enjoyable shopping experiences and so much more.
And this is where CVS comes into play. This is where CVS shows its customer satisfaction potential.
Why CVS is one of the Best Online Retailer
Multichannel retailer, more shopping advantages
As a multichannel retailer, there is a double effort involved because online shops operate differently than physical stores and many people who shop online need some sort of assistance to complete orders, and they want it fast.
CVS acquired the first online pharmacy in 1999 and rebranded it as CVS.com, and it has made constant efforts throughout the years to incorporate as many digital innovations as possible into their overall business strategy.
- There is a CVS circular online that includes personalized offers for CVS members.
- The online shop has a myCVSstore option that lists purchase history, additional savings and other information that makes it easier to keep an evidence of purchases.
- There is a CVS/pharmacy app, and it features various functions, including app-only deals, instant refills, viewing the CVS weekly ad, prescription ordering 24/7, shopping functions, and a few others.
- The online prescription management tool features a Prescription Center and has options for refilling orders from the computer, tablet or mobile phone, receiving text messages when prescription is ready, and checking prescriptions on the go.
- The CVS Express launched in April 2016 is still very new, but according to CVS, it will bring a new level of retail convenience to customers. The program is designed to enable shoppers to make quick purchases and pick-up in store within an hour, saving them time and money. It is brought about by CVS Health, a rather newer CVS brand.
Innovative retailer, better customer services
But nowadays, mobile apps are so very common that it is not even considered innovative anymore to have one, be it a large retailer or a small business. CVS however has taken to another level – innovation speaking.
In 2015, CVS launched the Digital Innovation Lab where right now people are working to develop more innovative digital programs for CVS shoppers. This new investment is a company plan that has less of a focus on retailing and more on health services.
The new brand – CVS Health is a follow-up of the company’s earlier decision in the past to stop selling cigarettes at their stores. The company plans to use innovative technologies to cater better to people’s health, providing alternative health care services and looking to lower the costs for health care.
Advertisement:
It is important in this day and age that retailers adjust their offerings to the digital environment, that they understand people’s necessities, and that they work to offer products and services that are competitive as value and price, and now from a digital point of view. The commitment from CVS to making health care services available to everyone and increasing access to health care is something to be looking forward to.