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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
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wellQ • • • • > motivating good healthPeter MeyerswellQ LoyaltyOne [email protected]
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
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• Why are patients disengaged?
• What does it take to re-engage patients and motivate healthy choices?
• How can analysis, tools and integrated program elements drive margin for pharmacy retail?
Using Rewards and Reminders for Healthy Lifestyles,and Margins
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
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Doubled sign-ups to the study within first month
With Safeway, initiative drove 172% increase in purchase of Health Check products and 13% increase in purchase of produce. 5% response rate for risk assessment completions; in 3 days initiative drove more participation than all other marketing efforts drove over the past 2 ½ years
78% chose AM as an incentive to quit smoking vs a more expensive alternative
Hit target of 43,000 sign-ups in 48 hours, 80% reduction in cost per lead
Successful health extension of loyalty
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Patients are disengaged
• Many are off track– Forget their meds– Customize their Rx– Little support
• The few that are on track, sign-up and engage
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
The Engagement Gap Costs Us All
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• Rising costs
• Little interaction at the pharmacy
• Loss of trips, renewals, cross-shop
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Clever Strategies are Pointless
Where Do Well Known Health Strategies Fail?
• Provide tools & support to drive self-efficacy• Educate patient about disease and medications
• Help the patient to develop a list of goals
• Plan for regular follow-up
Source: Optimizing Adherence to Pharmaceutical Care Plans ; G Nichols-English, S Poirier; J Am Pharm Assoc 40(4):475-485, 2000.
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… these all depend on an engaged patient
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Loyalty Health Framework
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Millions of Americans are stuck in a rutThey want to live better livesThey have the tools, they have ability…
Information
ReinforcementMotivation
InspirationWhat’s missing?
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Triggers of Behavior Change
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Technology: Convenient & timely-
mobile, web
PLATFORM TO BUIILD ADHERENCE/LOYALTY
The trusted partner: The Pharmacist
Behavioral Targeting &
Relevant Content
Inspiration Information MotivationReinforcement
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Case Study – wellQ Dose Reminders
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• Applied Loyalty Framework in Health• One year pilot• APhA as development partner
Profile
Invite
Profile
Daily Txt
SupportWeb
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Three-dimensional success story
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❶ Adherence - 13.6% increase
❷ Incremental gains from all patients
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❸ Satisfaction with pharmacist moved 57% to 79%!
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Retail pharmacy platform
• Across chronic conditions• Automated information and motivation• Patient education, adherence and loyalty
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Integrate communication to reinforce
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Building a Tactical Response Plan
Simple, popular, interactive1. Content (41%)2. Offers (33%)3. Mini-Polls, Web Tools (10%)
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Integrated Tactics Work
Patients engaging in all elements of program
• Rate of sign-up and consent
• Beat industry average
• Meet industry average
• Drive pharmacy service sign-up
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
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Program mix driving change in attitudesFocus: Significant Improvement across key measures
20% to 25%
boost on
loyalty
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Use data to inspire action
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Understand the barriers to front store visits Launching offers that directly target additional trips
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Call ahead
Stay in the store
Leave and come back
When I get my prescriptions filled ….
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17%
31%
51%
Source – LoyaltyOne Research; grocery customers who frequent the pharmacy
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Do not
call ahead -stay in the …
Stay in store & wait (31%)
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Base = P3M grocery store pharmacy shoppers who went in person to drop off their prescription and waited in the store % frequency of mentions
Types of items purchased (n=161)
Type of grocery trip (n=148)
Planned vs. spontaneous
Did they purchase
additional items (on the same trip)? (n=209)
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Did they purchase
additional items (on the same trip)? (n=336)
Types of items (n=243)
Type of grocery trip (n=209)
Planned vs. spontaneous
purchase
When purchased (n=243)
Call ahead (51%)
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Source - Q8b1, Q8b2, Q8b3, Q8b4, Q8b5, Q8b6
Base = P3M grocery store pharmacy shoppers who called ahead to pick up their prescriptions % frequency of mentions
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Did they purchase
additional items (on their return)?
(n=119)
Types of items (n=74)
Type of grocery trip (n=68)
Planned vs. spontaneous
purchase
When purchased (n=74)
Leave and come back (17%)
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Source – Q8e1, Q8e2, Q8e3, Q8e4, Q8e5, Q8e6
Base = P3M grocery store pharmacy shoppers who went in person to drop off their prescription and came back for pick up% frequency of mentions
All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
In market to shape new behavior
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All information contained herein is confidential and/or proprietary information of LoyaltyOne, Inc. and any unauthorized use and/or any disclosure is strictly prohibited.
Summary
• Leverage the Loyalty Framework in Health:– Inspiration, Motivation, Information, Reinforcement
• Simple, Popular, Interactive elements– Content– Offers– Mini-polls, Web tools
• Analyze available data for opportunity
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