Posted by Harley Manning on July 17, 2013
Who doesn’t know Walgreens? It’s an iconic American brand that’s been around for over 100 years.
But at Forrester’s Forum for Customer Experience Professionals in New York on June 26, Graham Atkinson showed us a Walgreens that’s totally different from the one we’ve come to know. Graham is the Chief Marketing and Customer Experience Officer at Walgreens, and he’s leading the charge to transform the company from one that traditionally differentiated based on location, location, location to one that differentiates based on experience, experience, experience.
In this video excerpt from his speech, he describes three initiatives that are currently underway:
- Delivering the well experience.
- Transforming the community pharmacy
- Taking the Walgreens brand to the world
As always, we welcome your comments! And if you're interested in seeing more great speakers like Graham, check out our upcoming Customer Experience Forums in Los Angeles in October and London in November.
search forrester's blogs
The Age Of The Customer: Becoming Customer Obsessed
Dec. 10 at 2 p.m. (EST)
Register for the complimentary webinar »
Forrester Customer Experience Forum
See what you missed »