{"id":1514,"date":"2019-09-09T09:30:10","date_gmt":"2019-09-09T09:30:10","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=1514"},"modified":"2019-09-09T09:31:43","modified_gmt":"2019-09-09T09:31:43","slug":"three-strategies-for-customer-satisfaction-in-pharmacy","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/three-strategies-for-customer-satisfaction-in-pharmacy\/","title":{"rendered":"Three Strategies for Customer Satisfaction in Pharmacy"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.84%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-spacing-right-medium:3.84%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p><a href=\"https:\/\/www.jdpower.com\/business\/press-releases\/2019-us-pharmacy-study\" target=\"_blank\" rel=\"noopener noreferrer\">In a recent J.D. Power study<\/a>, they found that customers were slow to embrace new technology and continue to prefer the human interaction while obtaining their prescriptions.\u00a0 As per the study, here are a few of their findings:<\/p>\n<ul>\n<li style=\"padding-bottom: 10px;\">Most pharmacy customers communicate with the pharmacist and staff in person<\/li>\n<li style=\"padding-bottom: 10px;\">Thorough discussions with the pharmacists yield higher satisfaction rates (Discussing more topics with the pharmacists increases customer satisfaction)<\/li>\n<li style=\"padding-bottom: 10px;\">Health and wellness customers spend more at the pharmacy<\/li>\n<li style=\"padding-bottom: 10px;\">When customers do use mobile apps, they are more satisfied<\/li>\n<\/ul>\n<p>Reflecting on this study, here are some takeaways for a pharmacy to continue to drive satisfaction.<\/p>\n<p>As within all healthcare, <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/can-we-move-the-needle-for-compassion-in-healthcare\/\" target=\"_blank\" rel=\"noopener noreferrer\">compassionate care for customers and patients drives results<\/a> and satisfaction for both customers and employees.\u00a0 The need for certainty and human care is prevalent in the two top findings listed above.\u00a0 Customers want that human experience for their healthcare and having a person who cares about their individual life and helping reduce uncertainty with informative discussions will bring their loyalty to that pharmacy.\u00a0 As with all technology, there are various adaptation rates due to the history of each customer and their exposure and perception of the technology changes.\u00a0 Pharmacies will continue to have the challenge of embracing new technologies, understanding customer expectation changes, and providing that human touch of certainty for their customers.<\/p>\n<p>Below you will find these challenges changed into strategies for pharmacies to increase customer satisfaction results:<\/p>\n<h4><span style=\"color: #16ad31;\">Manage the Human Touch<\/span><\/h4>\n<p>Customers want the human experience.\u00a0 By making sure that the customer knows that the pharmacy will be a supportive partner within their customer\u2019s journey, the customer will have the reassurance that someone will help them with the uncertainty that changes in their health and in the healthcare system will not be faced alone.\u00a0 Pharmacies that can look at the experience as not just a transaction, but an emotional experience will separate themselves from the pack.<\/p>\n<h4><span style=\"color: #16ad31;\">Measure Perception Changes<\/span><\/h4>\n<p>As technology becomes more part of people\u2019s lives, it will increase and be more a part of the pharmacy experience.\u00a0 However, the adaptation rates to new technologies will continue to be wide between individuals who embrace technology versus the ones that do not.\u00a0 With <a style=\"color: #000; text-decoration: underline;\" href=\"https:\/\/smileyanswers.com\/staging\/4537\/solution\/\">real-time feedback<\/a>, a pharmacy can be on top of these changes and learn and grow with their customer\u2019s perception changes.<\/p>\n<p>We are in a time where technology constantly changing and uncertainty prevails.\u00a0 With such constant change, a customer\u2019s viewpoint of what drives a better experience will also change.\u00a0 Pharmacies will continue to add services to compete in the marketplace.\u00a0 By measuring how a customer sees the various touchpoints, a pharmacy can be on top of the touchpoints that drive satisfaction and ones that are pain points.<\/p>\n<h4><span style=\"color: #16ad31;\">Bring Certainty to the Customer<\/span><\/h4>\n<p>The constant change in healthcare policies, company healthcare costs, drug prices, and prescription coverage brings a lot of uncertainty for the consumer.\u00a0 Adding to this stress is the information overload of what a healthy lifestyle consists of (proper foods to eat, amount and type of exercise, other social impacts on health, etc.) and just an overwhelming amount of information in general.\u00a0 By bringing certainty in this atmosphere of change will help a pharmacy drive higher loyalty, customer satisfaction, and higher bottom line results.<\/p>\n<p>To help drive this certainty, <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/are-your-employees-happy\/\" target=\"_blank\" rel=\"noopener noreferrer\">having a staff that is satisfied<\/a> and knowledgeable of the customer concerns and expectations will be an integral part of this process.\u00a0 Giving their customers a voice with <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/simple-and-effective-customer-and-employee-real-time-feedback\/\">simple and easy feedback<\/a> and sharing the results to their customers and staff will bring a consistent positive culture for both employees and customers.<\/p>\n<h4><span style=\"color: #16ad31;\">SmileyAnswers\u00a0<\/span><\/h4>\n<p>With the four Smileys from HappyOrNot\u00ae, SmileyAnswers can help pharmacies bring satisfaction by measuring, following, and improving results.<\/p>\n<ul>\n<li style=\"padding-bottom: 10px;\"><strong>Measure<\/strong> the perception of customer and employee satisfaction with real-time feedback. Have a real time pulse on what the customer is feeling and expecting.<\/li>\n<li style=\"padding-bottom: 10px;\"><strong>Follow<\/strong> the performance by discovering hidden pain points within the customer journey.<\/li>\n<li style=\"padding-bottom: 10px;\"><strong>Improve<\/strong> results with quick changes and share the positive results with customers and employees. By measuring customer and employee perceptions all year round, a pharmacy will be on top of changing customer perceptions and expectations.<\/li>\n<\/ul>\n<p>Manage the human touch by <a style=\"color: #000; text-decoration: underline;\" href=\"https:\/\/smileyanswers.com\/staging\/4537\/insight\/\">collecting feedback<\/a> as to how the customer is satisfied with their interactions with both staff and pharmacists.\u00a0 With a Smiley Touch, the pharmacy can obtain more granular information as to what touchpoints are more important for their customers when they have a positive or negative experience.\u00a0 As customers embrace technology and move their interactions online, the pharmacy can <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/capturing-feedback-for-the-online-experience-with-a-web-smiley\/\" target=\"_blank\" rel=\"noopener noreferrer\">capture their customer\u2019s online experience with a Web Smiley<\/a> to make sure that their experience is positive.<\/p>\n<h4><span style=\"color: #16ad31;\">Wrapping it up<\/span><\/h4>\n<p>Uncertainty and changes in the healthcare system, prescription coverage, and technology will continue to be stressful for customers.\u00a0 Pharmacies can be the supporting partner for their customers through these uncertainties by understanding their customer concerns and expectations and being an engaging partner within this process.\u00a0 This can be done by continuing to bring the human touch to the whole experience.\u00a0 Then, by consistently measuring customer perception changes, pharmacies will be on top of their changing expectations and attitudes.\u00a0 Lastly, by bringing their customers certainty within the fast changing environment of healthcare, pharmacies can build trust, security, and a stronger business model to sustain this changing environment.<\/p>\n<p><a href=\"https:\/\/smileyanswers.com\/staging\/4537\/contact-us\/\">Contact SmileyAnswers<\/a> to see if the HappyOrNot\u00ae Reporting solution is a right fit for your organization.\u00a0 You can also <a href=\"https:\/\/outlook.office365.com\/owa\/calendar\/SmileyAnswersRealTimeActionableInsight@xavier-solutions.com\/bookings\/\">schedule a demo<\/a> to learn more about the four Smiley\u2019s and how they can help you Measure, Follow, and Improve experiences.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"mailto:sales@smileyanswers.com?subject=JD Power post enquiry Sept&#039;19\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">contact us<\/span><\/a><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:5.76%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:3.8399999999999%;--awb-width-medium:33.333333333333%;--awb-spacing-right-medium:5.76%;--awb-spacing-left-medium:3.8399999999999%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-max-width:700px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"700\" height=\"450\" alt=\"Simple and Effective Customer and Employee Real Time Feedback\" title=\"three-strategies-for-customer-satisfaction-in-pharmacy\" src=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/09\/three-strategies-for-customer-satisfaction-in-pharmacy.jpg\" class=\"img-responsive wp-image-1516\" srcset=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/09\/three-strategies-for-customer-satisfaction-in-pharmacy-200x129.jpg 200w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/09\/three-strategies-for-customer-satisfaction-in-pharmacy-400x257.jpg 400w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/09\/three-strategies-for-customer-satisfaction-in-pharmacy-600x386.jpg 600w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/09\/three-strategies-for-customer-satisfaction-in-pharmacy.jpg 700w\" sizes=\"(max-width: 640px) 100vw, 600px\" \/><\/span><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":1516,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"categories":[16,5],"tags":[1028,1027,1029,438],"class_list":["post-1514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction","category-healthcare","tag-human-interaction","tag-j-d-power","tag-pharmacy-prescriptions-services","tag-real-time-feedback"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6.1 (Yoast SEO v28.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Care drives results - human interaction in pharmacy<\/title>\n<meta name=\"description\" content=\"A recent J.D. 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