Strategy & Analytics
Turning a Regional Retention Model Into an Enterprise Standard
Used measurable patient behaviors to build the highest-performing regional retention model during national footprint optimization—and helped turn it into a company-wide operating standard.
01 / The Challenge
What was happening?
During significant financial pressure and national footprint optimization, remaining New England stores needed to absorb prescription and retail volume from closing locations.
Patient access and revenue depended on making the transition between closing and receiving locations work reliably.
02 / The Diagnosis
What I saw differently.
Retention was not a generic customer-service problem. A small set of measurable behaviors distinguished higher-retention locations.
Text enrollment, cards on file, immunization opportunities, handoff quality, accessibility, and the receiving-store experience were the practical levers.
03 / Strategy & Execution
Translated analysis into store behavior
- Tested the highest-leverage retention behaviors at store level and created clear measures for receiving locations.
- Aligned closing and receiving teams around a shared patient transition plan.
- Raised expectations for achievable retention and advocated for free delivery plus optimized, extended hours.
04 / Impact
What measurably improved.
- Achieved the highest patient retention of any region in the enterprise.
- The retention measures were adopted company-wide and applied consistently across pharmacies.
- The model helped protect patient access and revenue while supporting the broader footprint strategy.
Executive signal
“I turn regional data into enterprise operating standards.”