Walgreens: Bringing Transformation To Rewards
The Challenge
With Walgreens battling massive competition, they took the decision to refocus on the customer and their purpose – “more joyful lives through better health” – to deliver emotional value at every touch point.
We were set the task of transforming Balance Reward; a purely transactional points program to a data-driven, hyper-personalised customer engagement platform.
The Solution
We helped Walgreens create myWalgreens, a health and wellness platform where customers have access to a fitness app, pharmacists, an improved convenience and shopping experience with rewards that matter to them.
myWalgreens personalisation engine ingests sales and customer data, as well as open web behaviour and contextual data (health, environmental, weather) to help individuals develop healthy goals into the program to reward users for achieving wellness.
Impact
We saw a significant increase in sales, as well as traffic and engagement rates in-store, through the app and on social. We saw a 100pt increase in retail sales and a 20pt increase in NPS vs. Balance Rewards. This resulted in $1BN+ of attributed revenue and 53M+ addressable/contactable emails, which was double the previous year.
CLIENT
Walgreens
CAPABILITY
AGENCY
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Epsilon
Epsilon allows marketers to bridge marketing and advertising technology, providing 1 View of their universe of potential buyers; 1 Vision for engaging each consumer; 1 Voice to harmonize engagement across paid, owned and earned channels.
The Epsilon PeopleCloud platform includes capabilities such as data, identity resolution, customer data platforms, clean rooms, digital media, retail media, site personalization, direct mail, loyalty, email marketing and measurement.
