This week, I look at some of the excellent practices that CVS follows in its ExtraCare Rewards Program. As a long-time customer, I find that this is a loyalty program that I am happy and excited to use. The company makes it very easy for me to take full advantage of what the program offers. And, even better, it lets me know how well I’ve done “playing the rewards game” by sending me quarterly updates on what offers I’ve taken advantage of and how much money remained in my pocket rather that in the CVS cash register.
However, all is not always that rosy in CVS land. As regular readers know, I have recently moved. That means I had to switch my prescriptions from my Boston-based CVS to one near my new suburban home. That wasn’t so tough, but the first time I called in for refills, using the automated phone system provided to every CVS store by corporate, things got messed up. Now, I’ve used this automated refill system for years and have never experienced a problem. Yet, just this week, when I went in to pick up the prescription refills I had called in, one of them wasn’t there. And the pharmacy retail associate had no record that I had ever called it in. Yet the other prescription I had re-ordered in the same call was waiting for me.