FLAVORx University - Customer Experience

Enhancing the Customer Experience With Custom Medication Flavoring

FLAVORx Inc, 9475 Gerwig Lane, Columbia, MD 21046 | 800.884.5771 | www.flavorx.com 1

FLAVORx Inc, 9475 Gerwig Lane, Columbia, MD 21046 | 800.884.5771 | www.flavorx.com

The Customer Experience and Flavoring

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One of the biggest challenges facing the pharmacy industry today is commoditization. Studies indicate that consumers have a hard time distinguishing one pharmacy from another, which ultimately leads to low brand loyalty.

Nobody wants zombie customers! So what makes people choose one location over another?



The most effective way to separate your pharmacy from the crowd is to provide your customers with a memorable and positive experience.

In fact, studies indicate that retailers who score high in ‘positive experience’ rankings have customers who are 10% to 20 % more loyal to their establishment than competing retailers. That’s huge!

* Site Study

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“What a great experience! I’m 20% more likely to

come here with my next prescription!”



Many factors can contribute to a positive experience in your stores, from the flow of your pharmacy layout to how they are greeted when they step up to the counter. One of the most impactful ways to generate a positive customer experience is through customization – giving customers the feeling of personalization and control.

There is no easier way for your pharmacy teamsto accomplish this than through taste customization with FLAVORx.

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“I love strawberry!”

“I can choose the flavor of my child’s medicine? Wow!”



With a wide-assortment of flavors to choose from, your customers can tailor the taste of their liquid prescriptions and OTC medications to their favorite flavor.

It’s a powerful way to create a lasting positive experience with your customers which builds brand loyalty. And it’s a fresh way of looking at the flavoring service.

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When most people think of FLAVORx, they tend to gravitate towards the really awful-tasting medications, like Cleocin, Prednisolone, and Augmentin. There’s nothing wrong with this, of course. If you can make bad-tasting medicine taste better, why wouldn’t you?



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Where people tend to miss the boat, however, is with the decent-tasting medicines, like Amoxicillin, Azithromycin and Cefdinir.

The fact that these medicines don’t have a gag-inducing reputation doesn’t mean customers aren’t interested in flavoring. Not every child likes bubblegum, or tutti frutti flavor.

By providing a choice of flavors, no matter what medication is being dispensed, you’re providing excellent customer service and increasing the likelihood of higher prescription compliance. What could be better than that?


The 10 Most Commonly Dispensed Medications

DRUG NAME TIMES DISPENSED ANNUALY (EST.)

Amoxicillin 25,770,753

Azithromycin 11,973,018

Amoxicillin/Clavulanate 8,537,261

Generic Robitussin AC 7,610,387

Prednisolone 7,230,889

Cefdinir 7,142,179

Promethazine w/Codeine 6,046,530

Tussionex 4,570,917

Generic Bactrim (SMZ-TMP) 3,599,944

Cephalexin 3,245,617

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A few words on Amoxicillin. This, more than any other medication, has a reputation for tasting decent. We won’t argue this point. It’s not bad. But because of this, most people choose not to mention flavoring for Amoxicillin. “Amoxicillin already tastes good, so why would it need more flavor?” the thinking goes.

We’ll say it again. It’s not all about taste and flavor. Choice plays a strong role in improving your customer’s experience and their medication compliance. If you’re not providing a choice of flavors for Amoxicillin specifically, which is the #1 dispensed liquid medication BY FAR, then you’re cutting out a significant portion of your customers from this service. So be sure to offer flavor choice with all liquid medications, especially Amoxicillin.

Health & Medicine

FLAVORx University - Customer Experience