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When CVS Caremark rebranded as CVS Health in 2014, it pledged to help customers venture down the road to better health. But it looks like the pharmacy retailer could use a bit of a checkup...While the brand reported a 3% net revenue increase in Q1 2017, it also experienced a 3.8% decrease in retail and long-term care segment revenue, which it partially attributes to a 4.7% decrease in same-store sales...its net income decreased 16.9%, according to its quarterly results…Generating customer loyalty is crucial to CVS's business...generating repeat business can be difficult...the main differentiators for CVS are the brands that it carries in its stores — some of which are exclusive — and its customer shopping experience — an experience that it's able to personalize using data from its ExtraCare program.

• Personalization based on purchases...CVS is able to mine these members' purchase and demographic data and pair it with internal research to deliver personalized offers and marketing communications to its customers.
• In-store innovation...the brand revealed a new store design which includes the debut of "discovery zones." These designated setups allow customers to learn about new trends and be exposed to different products…
• Mobile moves...Mobile is a good way for CVS to bridge the digital and in-store shopping experiences. Customers can download the CVS app to manage their prescriptions, order photos, and see wait times for CVS's walk-in clinics, MinuteClinic, and hold their place in line. They can also scroll through their available coupons, filter them, and forward them to their ExtraCare card to be used at checkout. Furthermore, customers can forward ExtraBucks to their cards, and pay directly through the app.
• Keeping customers at the core...it's important for CVS to engage customers via their preferred channels…CVS's receipts as an example of how the brand does this...CVS has received media attention for the length of its receipts...the brand made it possible to digitize receipts if desired...customers can even opt to have their transaction history printed on a paper receipt and have their coupons emailed to them directly.

Kristene Diggins, MBA, manager of professional practice at MinuteClinic, and Contemporary Clinic Editorial Board member, talks about some dynamic trends in diabetes management.

Kristene Diggins, MBA, manager of professional practice at MinuteClinic, discusses what pharmacists should know about clinical inertia, and its effects on diabetes. (video)

CVS Health…announced that it is opening Hearing Centers in seven CVS/pharmacy stores in the Dallas and Cleveland markets and will be providing optical services at CVS/pharmacy in five store locations around the Baltimore/Washington, D.C. market…"Hearing and optical services are a great fit with the existing health offerings in our stores, including industry-leading pharmacy products and services, our MinuteClinic walk-in medical clinics and a comprehensive smoking cessation program,"… "By expanding our retail health offerings…we are providing customers a convenient, single destination on their path to better health."

Kristene Diggins, MBA, manager of professional practice at MinuteClinic, gives counseling points that pharmacists should provide to diabetic patients.  (video)

Kimberly Henderson, MD, JD, medical director for the Health Systems Alliance at CVS Health and regional medical director for MinuteClinic, discusses what pharmacists need to know about managing COPD. (video)

Kimberly Henderson, MD, JD, medical director for the Health Systems Alliance at CVS Health and regional medical director for MinuteClinic, discusses the biggest roadblocks to managing COPD and how pharmacists can help overcome those challenges.

ACA (Affordable Care Act), primary care doc shortage, aging population, chronic disease make this telehealth's moment..CVS is working with three telehealth companies -- American Well, Doctor On Demand and Teladoc -- on how, together with pharmacies, they might expand and improve on...patient care.

CVS Health has entered into two new clinical affiliations with Lawrence Memorial Hospital…Lehigh Valley Health Network… enhance access to patient care, improve health outcomes and lower health care costs.. encourages collaboration between the healthcare providers and MinuteClinic practitioners..