CVS Updates its Loyalty Program With Eye Towards Omnichannel Experiences

In episode 309 of Whole Retail Talks, Editor-in-Chief Joe Keenan interviews Michele Driscoll, vp of buyer engagement, loyalty and personalization at CVS. Driscoll discusses latest updates to the CVS ExtraCare rewards program, how in depth buyer analysis and suggestions factored into adjustments made to the loyalty program, and the way the retailer collected this knowledge. She shares how CVS customers are using its cellular app to interact with its loyalty program, why she believes these new loyalty choices may also help differentiate the retailer, and this system’s emphasis on a seamless, omnichannel buyer expertise.

As well as, Driscoll discusses how evolving shopper expectations impacted the brand new ExtraCare choices, why CVS targeted on rolling out digital instruments to supply clients extra selections, and the metrics the pharmacy chain is monitoring to measure the success of its up to date loyalty program.

Michele Driscoll is a member of the CVS Pharmacy entrance retailer management staff liable for CVS Pharmacy enterprise technique and buyer expertise throughout two key buyer engagement platforms: the ExtraCare® financial savings and rewards program and weekly round promotions. Previous to her present function, she was vp, retail development, main the CVS Pharmacy development initiative portfolio and serving as a member of the Retail govt management staff.

Michele joined CVS Well being in 2003, and has held various management positions inside our Retail entrance retailer enterprise. Previous to CVS, she labored within the retail technique and operations observe of Deloitte Consulting. Michele obtained her B.A. from Williams School and her M.B.A. from the Fuqua Faculty at Duke College. She and her husband Terence dwell in Massachusetts and have two youngsters, Caitlin and Patrick.

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