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.
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.