Emotions Will Drive Customer Behavior in your Pharmacy

Have you noticed the prevalence of commercials that don’t really have much to do with the product that is supposedly being advertised?  From the Budweiser “Puppy Love” commercial that debuted during the 2014 Superbowl, to the latest holiday commercial from Apple, where Frankenstein’s monster attempts to get into the holiday spirit, how are you supposed to know what the advertised product or brand is?  More businesses are getting the idea that tugging at their audience’s heart strings makes loosening the purse strings a little easier. 

Today’s consumer is looking or experience and emotion over everything else.  Is the customer experience in your pharmacy good enough?  Are you just toeing the line and avoiding complaints, or are you delivering an experience that your customers will remember? Are you offering an experience that will keep them coming back for more and help you forge a relationship? 

If you answered no to any of these, what’s standing in your way?