Case Study: National Drug Company optimizes COVID-19 vaccine customer experience with WSL Strategic Retail

Creating an Optimized Customer Experience for COVID-19 Vaccines

The national drug company partnered with WSL Strategic Retail to address the challenge of converting customers coming in for COVID-19 vaccines into regular shoppers. The goal was to optimize this specific customer experience to attract new shoppers and increase front-end sales.

WSL Strategic Retail utilized its How America Shops® insights and in-store observations to analyze the customer journey and compare it against competitors. This analysis led to 12 Guiding Principles for improving the experience. The client immediately began refining its approach based on these actionable recommendations to drive sales and differentiate its service.