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TORONTO — After more than a year of the ongoing COVID-19 pandemic, Canada’s retail pharmacy industry has proven its ability to serve as a front line of defense in combating the disease. The industry has surmounted multiple challenges as it has striven to protect Canadians, but the struggle is probably not over: Canada’s chief public
A friend of mine recently told me a story that illustrates the challenges national chain drug stores face in the e-commerce era. Her local pharmacy texted her to let her know that her prescription was ready. She dropped everything, hopped in the car, drove to the store, waited in line (all while wearing an uncomfortable
In our recently released “E-Commerce Health & Wellness Spotlight,” we talked about how the numbers bear out a “tale of two channels.” When we look at industry figures for what was projected to be the top-three categories for over-the-counter, online and off-line, across the board, the first category, weighing in at 45%, is cough, cold
The COVID-19 pandemic created an explosion in e-commerce growth. The health care e-commerce space, in particular, experienced massive growth and is estimated to reach $435.8 billion in revenue by 2025. Despite surging growth, this category faces a huge challenge: profitability. Health care products have narrow margins due their low retail selling prices and often find
Beauty and cosmetics brands have been through a challenging time. A combination of lockdowns, store closures, social distancing, home working, mask wearing and other essential measures changed consumer needs and behaviors overnight. For cosmetics in particular, the impact was dramatic. Beauty should expect a strong bounce However, now that the end of the pandemic is
Natural channel wellness and drug chain consumer health care have long been on a converging road. Dr. Seuss once famously said, “It’s not about what it is, it’s about what it can become.” There are no better examples of the natural channel blur than wholesale giant UNFI’s stand-alone Consumer Healthcare division topping $1 billion in
It’s hard to believe that just over a year ago the overall U.S. death toll from COVID-19 was nearing 180,000 and the world was struggling to reckon with one of the most challenging health crises in our lifetime. While the situation was dire then, it remains precarious. As I reflect on the challenges of this
While customers’ patience and expectations have changed with the pandemic, in many instances, they’ve reverted back to pre-COVID levels. Now with cities reopening, vaccination rates reaching 60% or higher in adult populations, and post-pandemic inflation hitting us, customers are out shopping, paying more and expecting more for their money. For retailers trying to meet their
Consumer commitment to self-care has skyrocketed over the past decade, and the effects of the COVID-19 pandemic further accelerated this shift. In fact, today, almost 70% of Americans prioritize taking action to support their health and wellness at least several days per wek. One of the largest historic drivers behind increased reliance on self-care is
There are many ways to keep customers loyal. Some shoppers are driven by low prices, while others are looking for an emotional connection to their store. Still others require constant incentives to cement their loyalty. The bottom line is that consumers are all different, and they respond differently to offers and promotions. Post-pandemic, consumer loyalty
As the marketplace begins to open up and people begin to try to rebuild their lives and begin to shop in the stores again, it is critical for the pharmacy industry to recognize the role it has played and will continue to play in health care and wellness. This was emphasized to some degree in
The COVID-19 pandemic has made its mark on consumer health. Categories promoting prevention, immunity, active nutrition and wellness — especially vitamins and dietary supplements — outpaced the rest of the industry. In 2021, consumer health is expected to show broad-based growth, and interest in vitamins and dietary supplements will continue to develop. As consumers have
Data can be either an enabler or an inhibitor. Increasingly, organizations across the retail supply chain are recognizing the importance of centralizing data and harmonizing around a “single source of truth.” Having robust, accurate product data is absolutely critical for retailers in today’s landscape. Product information quality (including descriptive information and product images) is essential
The physical store was changing long before 2020, but the pandemic injected a dose of urgency into often-sluggish or piecemeal efforts. The pandemic not only redefined how people shop, it has forced companies to reengineer what stores need to look like now and will in the future. In recent months, as the world opened up,