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July 2017

August 2017

Walgreens builds loyalty by improving customer experience

The Walgreens "Balance Rewards" program is now 5 years old but stays on the leading edge of technology, creating innovative customer experiences such as "refill by scan" for the smartphone. They are doing an exceptional job of merging digital and in-store shopping, with over half their app users enjoying the app while in the store. In either the app or on the web site, customers can use "Pharmacy Chat" to maintain their relationship with their pharmacist. They also encourage employees to become users of the technology, getting faster and more sophisticated feedback on new features. 

"Balance Rewards" has 150 million registered members, of whom 85 million are active. That huge base makes it easier for them to perform testing by releasing features in stages. 

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