Customer experience prime at TWC

PHARMACISTS within the TerryWhite Chemmart (TWC) network are being urged to build strong customer connections, at the group’s annual Masterclass event in Melbourne.

Speaking at the event yesterday, TWC CEO, Duncan Phillips, stressed the importance of delivering a positive customer experience.

“The retail landscape is changing at an incredible pace and we have seen many examples this year of retailers without strong customer connections suffering,” he said.

“Our annual Masterclass event is critical to empowering our pharmacists to not only be better health professionals but to build stronger and more lasting connections with their customers.

“In this new decade, personal delivery is key.”

Phillips added that pharmacists needed to be prepared to provide their patients with a positive experience with the arrival of e-scripts later this year, and the growth of the online prescription marketplace.

“We want to see our pharmacies continue to lead in the areas of immunisation, pharmacist accessibility, medication safety and in our destination categories such as pain and weight but we are also focussed on ensuring the customer experience is the best it can be.

“We are doing this by providing convenience through such things as our health app, a strong focus on DAAs, home delivery and click & collect.

“Our network of pharmacists are 100% committed to strengthening the ties in their local communities.”

Pictured, TWC CEO, Duncan Phillips, addressing delegated at the TWC Masterclass in Melbourne.

Inset, delegates, Mary Pernes, Julia Hlevnjak, Dana Abu-Geras, Tim Siv and Kamal Zadeh.