With 45 million customers, Canadian retailer London Drugs is 100% focused on local customer satisfaction. For IT Operations Manager, Greg Martin, that means serving customers better through innovation. With its LDExtras App from Mobify the company has a well-designed, user-friendly app that is fostering loyalty among its growing base of customers and paving the way for more engagement and growth.
Challenge: Driving Loyalty and Gaining Insights
Going mobile with the London Drugs loyalty program was essential after customers expressed not wanting to carry another card around in their wallets.
“We know a loyalty app is table stakes for a retailer, but the full potential goes far beyond that by providing valuable insights into shopping behavior.”
With 80 stores in 35+ markets across Western Canada, London Drugs’ core business is pharmacy, but it has a full-service computer department, along with cosmetics, furniture, cameras, high-quality photo finishing, small appliances and more. Given the increasing use and capabilities of smartphones, Greg suspected this powerful tool could eventually provide a much better understanding of how consumers were shopping at different locations and times, and within the context of how purchases were being made.
“We know a loyalty app is table stakes for a retailer, but the full potential goes far beyond that by providing valuable insights into shopping behavior,” Greg says.