Page 26 - P4403.59-V50_Numark Magazine April 24

mystery
A modern approach to
shop
shop

Do you understand that the way customers view your pharmacy can
influence whether they will visit, and more importantly, spend money with
you? Customers will Google search you, see if you have everything they are
looking for in terms of services, products and advice and what will strongly
influence their decision to walk through your doors will be reviews and star
ratings.

This is why it is important to try and move away from the outdated and
often lengthy process of ‘mystery shoppers’, and more towards the concept
of having your own customers create digital reviews for your pharmacy, with
online reviews superseding what was once considered the only way to get a
reflection of what your pharmacy is about.

Traditionally a mystery shopper would assess your business by
masquerading as a customer, and seeing what level of service they would
receive. However, they are a hard metric to measure by, some pharmacies
could get a review that doesn’t reflect them due to a bad day, or bad
interaction. This format was also rife with outcome manipulation. This is why
we want to prioritise getting real reviews from real customers. Thinking back
to the last time you had a mystery shopper visit your store, what did you
actually do with the results?

In the ever-growing digital landscape, online reviews can promote or
prevent growth. Customers are more switched on than ever and will avoid
pharmacies with sub-par reviews. However, good reviews will help bolster
your online presence, and draw people towards your pharmacy. It’s also a
brilliant method to find out what is drawing customers into your pharmacy,
and what they like about it.

A good review is good for your pharmacy, and allows you to become the
place your community will prioritise for their prescription collection, services
and OTC purchases.
Now it’s easier than ever to lead customers towards leaving you an online
review. We are giving you the tricks of the trade without the need for
employing a web expert… No longer will a person have to write down a long
URL and type it in on the computer at home, instead they can simply pull
up their phone and scan a QR code to be taken straight to either Google
Reviews or Trustpilot (both of which are trusted online review aggregators).
Check out this handy guide for how you can make your own:

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P4403.59-V50_Numark Magazine April 24.indd 26 14/03/2024 16:03:01