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.
- Forbes.com: Walgreens at the Corner of Technology and a Better Customer Experience, 2017-Jul-8 by contributor Shep Hyken
- Wise Marketer: US: Walgreens CX combines with loyalty to build relationships, 2071-Jul-25 by Rick Ferguson
- BusinessWire: Walgreens Showing Mobile Apps Aren’t Just for Millennials, 2017-Jun-27