The voice of the customer is guiding The Pharmacy retail chain Kronans Apotek in developing their retail business concept
The third largest pharmacy chain in Sweden, Kronans Apotek with over 320 pharmacies from Trelleborg in the south to Malmberget in the north, is looking to strengthen its position in the pharmacy and beauty market. The Pharmacy plan to use the voice of the customer to identify sought after areas and needs for development. To achieve this, Kronans Apotek has assigned the Swedish research and data science company Nepa.
"The Swedish pharmacy market has developed rapidly in recent years. Today, modern pharmacies are a commodity and something we as consumers take for granted. However, if we compare to an international standard, there is still great potential for development. We look forward to providing decision makers at Kronans Apotek, from management to individual stores, with actionable insights through our insights platform ActionHub® - a unique tool that helps to enhance and maximize both the customer experience and sales, says Björn Nordenborg, Commercial Director at Nepa Retail."
Kronans Apotek has a mission to contribute to the whole human health. It´s not only about making medicines available in an attractive way, the overall well-being plays an important role as well and in 2014, Kronans Apotek launched an initiative to become experts in exclusive skin care and makeup.
"The competition is fierce and the influences from other markets accelerates. We need to continuously develop our customer offering and cooperating with NEPA gives us access to unique customer insights, says Anna Wallenberg, Director of Operation and Sales at Kronans Apotek. It will help us understand more about why, what and where to prioritize our actions to make our customers satisfied. The insights are based both on what our customers say and data on their real behavior (how they act in reality). We will start implementing this in five of our pharmacies, Anna Wallenberg continues."
Since the pharmacy market is highly competitive, being the first to understand what customer wants enables us to quickly establish new and more customer-oriented concepts resulting in a business advantage.
"We launched our new store concept Care&Beauty during 2015. It´s a modern pharmacy with expertise in exclusive skin care and makeup, besides the regular range of pharmacy products. We look forward to accessing these customer insights in more or less real time. It will support our decision making and help us take relevant actions, Anna Wallenberg concludes."
About Kronans Apotek
The pharmacy retail chain Kronans Apotek is the third largest chain in Sweden with over 320 pharmacies from Trelleborg in the south to Malmberget in the north. Kronans Droghandel Apotek AB is owned by Oriola-KD Corporation, which is listed on the Helsinki stock exchange (NASDAQ OMX Helsinki Ltd).
More information https://www.kronansapotek.se/
About Nepa
Nepa is a company at the crossroads of research, consulting and IT. We use technology and industry expertise to develop innovative and efficient research solutions that go beyond insights and enable action. By combining survey data, behavioral data and business data, we help our clients become truly customer centric by tying what consumers say to what they actually do. Connecting the dots between data sets transforms the voice of the consumer into a concrete tool for decision-making with real financial impact. We call it the ActionHub®.
Headquartered in Stockholm, we have ongoing assignments in 50+ countries across five continents. We are 200+ employees with local presence in China, Denmark, Finland, India, Norway, Singapore, Sweden, UK and US.
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