How Walgreens boosted customer loyalty
Stephen WhitesideWarc
Walk down any busy thoroughfare from New York to California, and a branch of Walgreens, CVS, or Rite-Aid rarely seems to be more than a couple of blocks away.
Although this ubiquity is a sign of success, it simultaneously presents these chains with a clear impediment to growth. "We opened something like 5,000 new locations between 2000 and 2010," David Zychinski, senior manager/loyalty strategy and insights at Walgreens, told delegates at the National Retail Federation's (NRF) Big Show, held in New York during January 2015.
"Most of the best corners in America...