Walgreens 2012 Annual Report Download - page 15

outstanding service
The beauty of
In September 2012, we launched
BalanceTM Rewards, an innovative
loyalty program that offers easy
enrollment, instant points and
endless rewards. This best-in-class
program strengthens Walgreens
ability to better understand its
customers, such as Kathryn Lee,
shown here using her Balance
Rewards card in Wilmette, Illinois.
The loyalty program also allows
the Company to meet shoppers’
changing needs and treat its best
customers even better. Through
Balance Rewards, customers enjoy
exclusive savings. They also earn
points on thousands of in-store
items and activities that help
them stay well, such as filling
a prescription or participating in
Walk with Walgreens.
Carmen Ana Fuentes’ life has become more complicated. Her 76-year-old
father, Carmelo, who used to live with her full-time, was recently moved to
the local veterans’ hospital after suffering a massive stroke in 2011. When
she’s not visiting her father every other day or catching up with her grown
son, Carmen spends her time teaching yoga and nutrition to low-income
children in San Juan, Puerto Rico. With all the caring she does for others,
Carmen’s hours to herself are rare and precious.
That’s why it’s such a good thing she’s on a first-name basis with Jillan
Delgado, head beauty advisor at Walgreens flagship store in Guaynabo.
Jillan helps Carmen choose cosmetics, nail polish and skincare products
that help her feel like she’s pampering herself. With all the time Carmen
spends helping others become a little healthier, she knows she can come
to Walgreens to feel a little happier herself. And Jillan goes out of her way
to find Carmen that bit of “happy” in the upscale LOOK Boutique.
Each customer has a story, a reason for choosing Walgreens. For Carmen,
it’s the personalized service she gets from Jillan, who can recommend
products that are perfect for her. That’s one example of how the Company
achieves its vision to become “my Walgreens” for everyone in America,
their first choice for health and daily living. Walgreens is making that vision
a reality by maintaining its strong values and culture, continuing to invest
in its employees and giving them the tools and resources they need to feel
like they can make a difference in someone’s life.
With special training in cosmetics and the opportunity to work in a Well
Experience store, Jillan has what she needs to go beyond a typical customer
experience and provide an outstanding one. By investing in its people and
customer experience, Walgreens helps Jillan and employees like her do more
than a job. It helps them fulfill a purpose: to help people get, stay and live well.
2012 Walgreens Annual Report 13