Walgreens: At The Corner Of Experience And Innovation

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.

Comments

Walgreen's iPhone app blew me

Walgreen's iPhone app blew me away -- they're the only retailer I regularly patronize with a loyalty card that integrates with Passbook. Changed the way I think about the company.

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