4 Ways Pharmacies Can Increase Customer Retention

a young woman holding a bottle of medicine

There is an abundance of competition in the pharmacy business. With the rise of e-commerce, drugstores are no longer just competing with other drugstores but also with startups such as Amazon and home delivery services like Instacart or Peapod. As a result, to thrive in this competitive environment, pharmacy businesses need to focus on increasing customer retention. 

Make the most of in-store technology

If running a new pharmacy, consider incorporating modern customer service technologies. Doing so can make the customer journey easier and more pleasant while also increasing the chances of retaining customers. First and foremost, you should consider setting up a self-checkout station. 

While it might not seem like a big deal, it can be a massive time-saver for customers who don’t want to wait in line to pay for their purchases. 

In addition to that, you can also use self-checkout systems to collect customer data. This includes information about their most purchased items and preferred payment methods. Once you clearly understand your customers’ habits, you can use that information to create targeted marketing campaigns.

Consider a loyalty program

If your pharmacy business is already well-established, consider introducing a loyalty program. Customers who regularly shop at your pharmacy will appreciate the opportunity to earn discounts by collecting points. 

A loyalty program can also help you collect data about your customer base. For example, you can look at how often they redeem their points to determine which items are the most popular among your customers. Loyalty programs also work great for brand building. A loyalty program is an excellent way to encourage customers to shop with you more often. 

Installing a mobile app can make it easier for customers to take advantage of the loyalty program. That way, customers can easily collect and redeem points at their leisure. This feature can be particularly beneficial if the items customers can redeem points for are things they often purchase, like toiletries.

Improve payment options

Whether you run a brick-and-mortar pharmacy or have a website people can order from or put their prescriptions online, allowing them multiple ways to pay for their medications and goods is vital. At a minimum, you need to accept cash payments and credit cards. Still, these days, allowing people to pay via digital wallets will make them more likely to come back to you. 

You are enabling them to make the payment process more accessible by offering various payment methods. Click here to learn how to get a merchant account for an online pharmacy to appeal to more customers.

Offer discounts for subscriptions or frequent purchases

Customers looking for a pharmacy to buy their regular medications from will likely check out your prices. However, many people don’t just shop at pharmacies based on price. Instead, they choose a pharmacy that offers a wide array of benefits. 

One of the best ways to win customers over is to provide them with discounts for purchasing items in bulk. 

You can also offer discounts for subscriptions or frequent purchases. For example, you can offer 10% off of vitamins if customers order them more than once a year. This way, customers will save money while also feeling like they are getting more value for their money.


When it comes to increasing customer retention, it is essential to look at every aspect of your pharmacy business closely. To thrive in such a competitive industry, you must do everything possible to retain customers. This includes incorporating modern customer service technologies, offering multiple payment options, and providing frequent purchase discounts. By doing so, you can be sure that your pharmacy will stay in business for years to come.

Last Updated on November 4, 2022

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