Rising Issue: Our client, a traditional pharmacy, has noticed a decline in customer interest as more modern stores with greater appeal have emerged. They feel inefficiencies in their processes, particularly with the need for large-scale stores/pharmacies.
Collaboration Objective: Our collaborative goal is to revitalize our client’s store, ensuring the customer journey and touchpoints align with the desired brand values. At the same time, we aim to reduce monthly expenses related to staff.
What We Do: In collaboration with our client, we strategically optimize the customer journey by identifying crucial touchpoints and moments of truth through a comprehensive service blueprint. This involves modernizing and improving the store, moving beyond conceptualization to develop guidelines for service staff and redesigning the layout of the pharmacy.
Strategic Impact: In addition to increasing customer satisfaction and loyalty, this initiative significantly improved cost efficiency, enhanced product placement effectiveness, and resulted in higher sales. Furthermore, it opened new pathways for the client to strategically expand their business.
