Walgreens Booms with Customer-Centric Retailing

Walgreens has reinvented the customer experience and has rolled out a customer-centric retailing (CCR) format across more than 400 stores. The retailer is leveraging customer-centric retailing to improve comparable store sales, customer experience, and increase the number of customer visits and basket size.

The retailer is changing the way it interacts and services its customer. Its CCR approach includes enhancing store layout by how the customer shops and improving store signage and customer service.

According to Greg Wasson, President and CEO of Walgreen, "CCR gives us four way win; it helps us improves sales, it takes work out of the stores, it reduces capital deployed and it provides a better customer experience with greater relevancy and efficiencies."

Walgreen also recently redesigned Walgreens.com site, which offers new convenient features, product merchandising, integrated health content and a new mobile version. It also features seven health shops that bring together products, services and latest news and information.

The retailer has hit a major milestone with the grand opening of its 7,000th store located in Brooklyn, New York. With a total of 7042 drug stores, Walgreens is now the largest drug store chain in the country in terms of both store count retail revenue.

"With our current growth strategy, we are now balancing the pace of new store openings with our commitment to improving our existing store base and enhancing the customer experience," says Wasson. "Our success is evolved from the careful implementation of leveraging the best store network in America, enhancing the customer experience and achieving major cost reductions and productivity gains."
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