Panzer points to NACDS’ ability to drive partnership, engagement
PALM BEACH, Fla. — As retail undergoes a revolution, the key to delivering what consumers want is agility from retailers and suppliers, as well as maintaining a personal connection with shoppers, Albertsons’ Mark Panzer said in his first remarks as chairman of NACDS. He also highlighted NACDS’ ability to help retailers engage with each other to reach success through such events as NACDS Annual and Total Store Expo.
Panzer’s remarks were informed by his current role as senior vice president of pharmacy, health and wellness of Boise, Idaho-based Albertsons, which is leveraging digital tools to reach customers and is in the midst of an acquisition of Rite Aid, as well as by his more than 40-year career in retail that began at Osco Drug in the early 1970s. Throughout his career, Panzer said, he has seen the value of customer relationships shine through, even as the ways retailers build them have shifted.
“We have better tools, better data, better analytical skill,” Panzer said in his remarks that followed him receiving the chairman’s gavel from outgoing chairman and Walgreens Boots Alliance co-COO Alex Gourlay. “We need to utilize all of these things in this rapidly changing retail environment. But native intelligence, gained through frontline experience and face-to-face customer interaction, is invaluable and must still play a critical role at the decision-making table.”
He highlighted NACDS as a crucial facilitator of the conversations where retailers and suppliers decide their strategies in a changing environment — both through events and the organization’s Retail Advisory Board. “NACDS is doing a lot to bring retailers and suppliers together, to really tackle the issues of today and tomorrow.” Panzer said.
He also noted the way that NACDS maintains a focus on public policy measures that can help further members’ role in the lives of patients and customer through its Access Agenda’s focus on such issues as pharmacy provider status, direct and indirect remuneration fees and fighting the opioid epidemic. “When you look at all of the business challenges we are facing, I cannot emphasize enough, just how important it is to have NACDS representing all of us, and taking on these public policy issues,” he said.
Panzer’s speech Tuesday was preceded by remarks from Johnson &n Johnson U.S. chief customer officer David Pothast and Panzer presenting Gourlay with a plaque commemorating his time as chairman. His remarks were followed by educator Jim Collins, who spoke to attendees about what distinguishes great companies. As part of his talk, Collins discussed how companies that achieve greatness do so through large, ambitious goals that attract the best and brightest. His framework could also easily apply to such organizations as NACDS, whose membership Panzer noted comprises the best of the industry from companies of all sizes.
“If you’re not doing the hardest things, you’re not going to get the best people,” Collins said.
Amazon launches in-car delivery service
Amazon has announced that the Amazon Key service, which already enables in-home delivery and keyless guest access, now gives customers the option to receive deliveries inside their vehicle.
Prime members with compatible access also will be able to have their packages delivered to their car when parked in a publicly accessible area, the Seattle-based company said.
“Since launching Amazon Key last November, we’ve safely delivered everything from cameras to collectible coins inside the home. Customers have also told us they love features like keyless guest access and being able to monitor their front door from anywhere with the Amazon Key App,” Peter Larsen, vice president of delivery technology at Amazon, said. “In-car delivery gives customers that same peace of mind and allows them to take the Amazon experience with them. And, with no additional hardware or devices required, customers can start ordering in-car delivery today.”
On delivery day, the Amazon Key app will allow customers to check if they have parked within range of the delivery location and provides notifications within the expected 4-hour delivery window.
In-car delivery is available to those with a compatible 2015 or newer Chevrolet, Buick, GMC or Cadillac vehicle with an active OnStar account, and with 2015 or newer Volvo vehicles with an active Volvo On Call account.
“Unlocking Amazon Key In-Car delivery for more than 7 million Chevrolet, Buick, GMC and Cadillac owners is another great example of how we are leveraging the embedded connectivity in our vehicles to provide our customers with services that make their ownership experience more valuable,” Alan Batey, president of General Motors North America, said.
Multiple layers of verification are used in order to endure the security of in-car deliveries. Each time a delivery driver requests access to a customer’s vehicle, Amazon verifies that an authorized driver is at the right location with the correct package through an encrypted process. Once it has been successfully completed, the car is unlocked, and after delivery, the vehicle is relocked, the company said.
Amazon’s in-car delivery is now available for no extra cost to Prime members in 37 cities across the nation. The service is expected to roll out to other locations over time. Further information can be found on Amazon’s Key In-Car page.