In December 2014, Walgreens completed its strategic combination with Alliance Boots to establish Walgreens Boots Alliance, Inc., forging the first global pharmacy-led, health and wellbeing enterprise. The combination brought together two leading companies with iconic brands, complementary geographic footprints, shared values and a heritage of trusted health care services through community pharmacy care and pharmaceutical wholesaling. Both companies have more than a century’s worth of experience in customer and patient care. Walgreens is today part of the Retail Pharmacy USA division of Walgreens Boots Alliance.
Walgreens mission is to be America’s most-loved pharmacy-led health, well-being and beauty retailer. Its purpose is to champion everyone’s right to be happy and healthy.
To meet this mission and purpose, Walgreens is focusing on three core strategies to better serve customers:
Offer ultimate convenience
With stores located within five miles of 75 percent of Americans, and with popular online offerings and an award-winning mobile app, Walgreens interacts with 8 million customers a day. Whether it is for a prescription, last-minute grocery or gift needs, photo prints or beauty products, Walgreens helps customers quickly get in and get what they want with ultimate convenience, often finding an unexpected shopping need to fill along the way.
As Walgreens refreshes its displays and aisles, stores are getting easier than ever to navigate and are better lit and stocked with items that are more targeted and locally relevant. At the same time, advances in employee training are making customer service more personal and friendly.
Beyond the walls of its stores, customers get omnichannel access to Walgreens service, both online and through one of the most popular and sophisticated mobile apps in retail shopping. Use your phone to scan-and-refill prescriptions, clip digital coupons or order prints of your selfie photos.
Earn customer loyalty
Over 82 million Walgreens customers are active members of its Balance® Rewards loyalty program. They earn points not just by shopping but for healthy activities such as exercising and immunizations.
In another effort to provide savings for America’s growing population of seniors and other Medicare beneficiaries, Walgreens is included in the preferred networks of nine national Medicare Part D plan sponsors and is in the networks of hundreds of other Medicare prescription drug plans. Walgreens serves as one of the most convenient and accessible resources for Medicare Part D information, offering free, personalized plan comparison reports online and at every location, every day, to help beneficiaries evaluate the plans that may best meet their prescription drug needs.
Customers also save through the Walgreens Prescription Savings Club, offering member discounts on more than 8,000 brand and generic medications. Walgreens scope of pharmacy services includes retail, specialty, medical facility and mail service along with online and mobile services. These services improve health outcomes and lower costs for payers including employers, managed care organizations, health systems, pharmacy benefit managers and the public sector.
Deliver extraordinary customer and patient care
Walgreens pharmacists are playing a greater role in health care than ever before. In addition to offering pharmacy services, Walgreens provides convenient access to important health services such as health tests and immunizations recommended by the Centers for Disease Control and Prevention. These are available every day during pharmacy hours on a walk-in basis. Walgreens is rapidly expanding the number of stores that offer private health consultation rooms, one of several ways the company is enhancing the patient-pharmacist experience and improving patient access to expert care.
Walgreens also offers convenient access to medical services through its Healthcare Clinic located in more than 400 select Walgreens throughout the country. Healthcare Clinics are staffed by board-certified family nurse practitioners who are specially trained to diagnose and treat a wide variety of illnesses and chronic conditions, order diagnostic tests and provide preventive care. The Walgreens partnership with WebMD offers customers additional digital health resources.
With one out of five Walgreens customers wanting to “look good and feel good,” Walgreens is going “big in beauty,” and is introducing a wider range of high-quality products for women and men, including hair care, fragrances, nail polish and shaving items. A growing number of Walgreens stores and all Walgreens online properties are carrying the popular Boots No7 products.
Founded with a single store in Chicago in 1901, Walgreens is today continuing to build a seamless customer experience through its more than 8,200 drugstores and its digital businesses that include Walgreens.com, drugstore.com, Beauty.com, SkinStore.com and VisionDirect.com.