HEALTH

Rite Aid kicks off diabetes management campaign

BY Allison Cerra

CAMP HILL, Pa. Rite Aid is supporting the American Diabetes Association by hosting diabetes management events in its stores nationwide in line with American Diabetes Month in November.

More than 4,700 Rite Aid stores now through Dec. 25 will offer free 20-page diabetes guides at the pharmacy counters, as well as Diabetes Solutions Days, offering customers free blood-glucose, cholesterol, blood-pressure screenings and body mass index readings. Additionally, Rite Aid is offering the American Diabetes Association’s diabetes risk test online, and is offering Wellness+ customers the opportunity to earn 10 points when they take the test, in addition to $5 off their next purchase when they spend $30 on select diabetes products during the three-month campaign.

Rite Aid’s focus on diabetes management is part of its year-long commitment to patient health and wellness. Each year Rite Aid offers free information, answers and guidance on such health-and-wellness topics as weight management, heart health, allergy awareness, skin care and oral care.

“There’s a misconception that diabetes is life altering but not life threatening. Unfortunately, this isn’t true. Diabetes doubles the risk of heart attack or stroke and kills more Americans each year than breast cancer and AIDS combined,” said Robert Thompson, Rite Aid EVP pharmacy. “That’s why it’s so important for us to empower our patients and associates to help fight this devastating disease.”

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GNC to sell branded retail, food-service equipment

BY Allison Cerra

LOS ANGELES General Nutrition Centers has inked a deal to sell its retail and food-service equipment with the help of IMG Licensing and The Legacy Cos.

IMG’s licensing agreement for GNC with The Legacy Cos. will give way to the creation of GNC-branded products, such as blenders and juicers, which will be distributed in the company’s stores. The products will retail from $150 to $400, IMG said.

The agreement will run through 2015.

“GNC has set the standard as an industry leader in the nutritional supplement business and is truly dedicated to helping its customers improve health and quality of life. Teaming up with The Legacy Cos. to expand its brand and create this new and exciting product line will continue to solidify GNC’s brand and its commitment to providing exceptional products and services to consumers,” said Tim Rothwell, IMG EVP and co-managing director of worldwide licensing.

Added GNC EVP Tom Dowd, “GNC is very excited to partner with a high-quality manufacturer that can produce a variety of products that complement the healthy lifestyle of our customers.”

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Drug stores’ success relies on customer service

BY Jim Frederick

WHAT IT MEANS AND WHY IT’S IMPORTANT In the never-ending battle for customer loyalty, independents rule and service is still king.

(THE NEWS: J.D. Power and Associates’ pharmacy study addresses cost, customer service. For the full story, click here)

The latest national customer satisfaction survey from J.D. Power and Associates showed that personalized, above-and-beyond service still outweighs price for a majority of consumers — even in a dour economy beset by economic uncertainty and joblessness. A majority of the more than 12,300 pharmacy customers polled by the big research firm in May and June of this year gave their highest satisfaction scores to pharmacists that took more time to answer their questions, help them find over-the-counter medicines and, perhaps, even remembered their names and family situations.

This, despite the growing cost sensitivity among Americans about the prices of their medicines and the out-of-pocket expenses they incurred at the pharmacy counter. As Jim Dougherty, J.D. Power’s director of the healthcare practice, put it in a conference call to discuss the survey results, “Pharmacies that are focused on service garner the highest levels of satisfaction … even in an environment where cost has become increasingly important.”

That’s good news for small-scale, owner-operated independent pharmacies. It’s also good news for the Big Three drug wholesale giants that operate the major networks of independents, franchised and otherwise, that scored the top results.

Again this year, survey respondents ranked independents tops in overall satisfaction. Customers gave their highest scores to Good Neighbor Pharmacy, the huge network of some 3,700 independents that operate under the buying, merchandising and store-support umbrella provided by distribution and health services giant AmerisourceBergen. The two largest groups of independent-owned franchises, McKesson’s Health Mart and Cardinal Health’s Medicine Shoppe Pharmacy, ranked second and third, respectively, in the poll.

Among mass merchants, Target’s pharmacy operation got highest satisfcation marks for the fourth year in a row, while Publix rated tops among supermarket pharmacies.

Efforts to give the best possible service pay off, both in additional revenues and in measurable customer loyalty. Highly satisfied customers can bring in an additional $227 each year in prescription business, researchers found. What’s more, J.D. Power reported, “brick-and-mortar pharmacy customers who are highly satisfied … are more than three times more likely to say they ‘definitely will’ return to their pharmacy and 10 times more likely to say they ‘definitely will’ recommend their pharmacy to others, compared to customers with low satisfaction levels.”

That’s a lot of free word-of-mouth advertising.

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