As of June 2023, the national retail chain enterprise6650, retail chain stores about 3600,000;Retail pharmacies about 2630,000, the total number of stores exceeded 6230,000. Among them,The chain rate of pharmacies increased to 578%。It is foreseeable that China's retail pharmacy industry will continue to develop in the direction of centralization, specialization and diversificationStarting from the market and consumer needs, we will create differentiated competitive advantagesIn order to gain living space in the increasingly fierce competition.
Source: Photo.com 501653191
The market is changing, and so are customers' consumption Xi. Subsequently, stores, marketing, channels, and production are all affected by this. In 2024, what should retail pharmacies do?
Digital transformation is a major trend in the pharmacy industry. In the past two years, many chain pharmacies have tried to set up "pharmacy digital centers". However, most pharmacies are too one-sided in digitalization, only in terms of goods or marketing, through the product business, so that the product satisfaction rate has been significantly improvedFrom extensive operation to refined operationprocess.
This requires pharmacies to use digital means and information analysis technology to learn fromUser stratification, demand positioning, scenario application, and data analysisAccording to the actual situation of pharmacies and market demand, the whole process of user purchase, medication, and repurchase is refined.
Here's an example
Pharmacies can analyze customers' buying Xi through their own drug purchase platform and build a clear and unambiguous database for each consumer.
For example, what age and gender each client is, their conditions and preferences, health or chronic disease concerns, and so on. With this data, it is possible to reimagine each consumer's experience in a more innovative way. It allows store staff to quickly identify what customers are coming and what their characteristics are, so as to immediately provide targeted services on the spot.
Improving professionalism and service quality has become an important starting point for pharmacies to attract customer flow. Taking Tegel as an example, in the past two years, the chronic disease management project has also been used as an important support for store pharmacy services.
Through the self-built platform - Tegel Health** provides customers with standardized remote consultation for symptomatic and rational drug use, and also provides convenient drug purchase services for consumers through "intelligent self-diagnosis, family doctors, health live broadcast, service reach", etc.
Figure: In the future of physical examination services for customers in Tegel Medical and Health Center, to meet the "specialization" required by customers, it is necessary to improve the professional service ability of employees in chronic disease management through the chronic disease training system, and then establish emotional maintenance and medication compliance relationship from interactive servicesAt the same time, the chronic disease member file is established, and the health management of the whole life cycle of chronic disease members is gradually established through the detection data entry and the big data analysis of the background system.
Source: Internet.
Among them,"Customer service is professional"It has to bePersonalizationAndPersistenceFollow up. Whether it is the first question, or after the communication to understand the situation, recommend drugs, etc., to provide customers with exclusive service programs, in order to establish a sound customer health records, do a good job in the background of big data membership management is the first step, qualified chain pharmacies can set up a customer health management center, with the help of big data, AI+ and other information technology to achieve "customer service specialization" upgrading.
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Write at the end
Digital transformation is the path that any pharmaceutical company must take for the future, and this has been clear. In a market where policies, the general environment, and consumers have changed, in the face of the increase in various costs, pharmacies need to improve efficiency, provide consumers with more accurate services, do a good job in retaining users, and drive sales.