Essay Sample on CVS Pharmacy: Understanding Customer Expectations

Introduction

Being one of the largest retail pharmacies in the United States, CVS pharmacy fills approximately more than a billion prescriptions annually. However, some of the factors that influence the expectations for CVS pharmacy consumers include personal needs, Perceived service alternatives, Implicit service promises, and past experience.

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Personal needs are considered a significant drive influencing customer expectations since most customers rate companies by their ability to meet consumer wants, prospects, and needs. It could be the case of CVS pharmacy since the consumers develop a personal service need at a different extent as they hold different expectations. Correspondingly, perceived service alternatives offer the customer a more comprehensive spectrum for choices of where to obtain their service. The availability of more viable options delivers higher expectations for the customers. This influences the expectations for CVS pharmacy consumers since they decide on their levels of adequate service, comparing it to other alternatives. For instance, most of the customers visiting CVS pharmacy are likely to have more service providers to choose from, such as hospital pharmacies.

Further, the implicit service promises stand to influence the expectations for CVS pharmacy consumers. Implicit service promises are service-related prompts that result in inferences by defining what the service should be like. Dominated by tangibles and price on the service, it means that the higher the cost of the service, the more appealing the tangibles, the more a consumer will suppose from the service. This could be the case since most customers for CVS pharmacy expect higher quality service as they infer that the high prices should warrant the better services. Also, it could be the case as many of the customers visiting CVS pharmacy are likely to expect a higher standard of service since it is ranked as one of the best retail pharmacies in the United States. In other cases, past experiences play a vital role as they shape the desires and predictions of consumers because it involves exposure to a similar service. For example, customers within the health care bracket compare the standard of service they get from different hospitals, which in one way or another influences their anticipated service delivery. It could be the case of CVS Pharmacy since most of the customers compare the pharmacy to other brands and incorporate experience with what the company is offering.

Steps That Can Be Taken to Manage Consumers Expectations

However, to manage consumer expectations, CVS Pharmacy leaders can promote transparency and honesty. When handling customer service expectations, transparency influences the ability of consumers to trust a company. In cases where openness and honesty are maintained, the customers tend to remain confident since they are assured of a positive experience and have the expectations already defines. Additionally, leaders can remain optimistic but realistic. Through this, it helps build reliable and positive customer experience. By outlining the company policies, the consumers remain informed of the company's objectives and goals, which in different ways, defines their expectations.

Conclusion

In conclusion, CVS Pharmacy leaders should develop a proper feedback system or regular follow up. Although different customers hold different anticipations, the company can manage expectations by acquiring feedback from the customer. Through the feedback, potential problems are identified and resolved according to consumer needs. The feedback system promotes a positive consumer experience hence managing their expectations.