Loyalty One

Business Challenge: A pharmacy had been using its loyalty program to bolster strong sales. But now growing competition was making it harder to hit annual targets. Basket size had flat-lined, as had total volume. The retailer needed to act decisively to avoid further erosion.

Practical Solution: The pharmacy moved to extract even more value from its loyalty program, whose members already accounted for more than half of its business. A targeted increase of 3.1% in annual sales would require significant investment in loyalty promotions.