At the Corner of Mobile
and Innovation
Deepika Pandey
GVP, Digital Marketing & Customer Experience
Mobile Women to Watch 2015 Summit
Nov. 4, 2014
©2013 Walgreen Co. All rights reserved. Confidential and proprietary information. For internal use only.
Our Purpose
Champion everyone’s
right to be happy &
healthy
Our Vision
America’s most loved
pharmacy-led, well-being
and beauty enterprise
Unparalleled Scale
•
•
•
•
>8,200 drugstores
856M scripts filled in FY14
6.3M customers/day
>70K healthcare
service providers
This is
mobile-first
Paid Mobile
Display
Paid Digital Radio
Twitter
Paid Digital Video
Facebook
Pinterest
Text Messaging
YouTube
Phone Call
Walgreens App
Push Notification
Email
Paid Search
Engine Marketing
5 Lessons
Lesson One:
Simple Always Wins
Refill by Scan
step 1
step 2
step 3
launch
scan
done!
>40% of web print orders
come from a mobile device
Deepika
Lesson Two:
Mobile is Detail,
just like Retail
Lesson Three:
Innovation matters
AFTER
category rank
#8
Day 1
Launch
Partner
category rank
#66
BEFORE
Fail fast and cheaply
Source: John Liu, “A light bulb, but no good ideas”
Flickr Creative Commons License, Commercial Use Allowed
Lesson Four:
Mobile is the Great Unifier
In-Store-Mode
Automatically recognizes when the
customer enters one of our stores, and
tailors the experience for in-store shopping
82
million
members
22
Pill Reminder
“This is the kind of
application that can
truly improve your
quality of life”
Rx Chat
“Saves me from having to wait
in line at the store to chat with
a pharmacist, and is WAY
more convenient!”
-Walgreens Customer
-Walgreens Customer
App Store Review
Customer Satisfaction Survey
Immunizations
Our new immunizations
app makes recording
and scheduling
immunizations a
seamless experience
“Mobility is more than mobile”
Walgreens
1 prescription
ready for refill
•
More than 115,000 wearables
connected to the program
•
22 million miles logged via
connected devices
The
Walgreens Developer
Program
developer.walgreens.com
Lesson Five:
Believe in the customer
“
love
LOVE
The #1 word users said
when reviewing the
Walgreens app
(behind “Walgreens,” of course)
-App Store all
Walgreens Review
content, 2013
• Launch partner with Apple on
Apple Pay
• 8,200 NFC enabled stores
• A perfect fit with our strategy
•
simple experience
•
innovative technology
•
unifying features
The
1.
Payment
Digital Wallet
2.
Rewards
3.
Coupons