Walgreens Positions Itself as a ‘One Stop Shop’

Walgreens is introducing a campaign tagged “There’s a way” via agencies Downtown Partners, Digitas and Arc Worldwide. The work seeks to position the drugstore chain as a one-stop shopping destination and healthcare provider for consumers. Walgreens CMO Kim Feil (pictured) said the campaign stemmed from consumer research that found many shoppers see the drugstore as a community resource, even though the company wasn’t positioned as such. The chain is moving toward its new messaging with an initial TV spot that centers on the importance of flu shots, especially in the wake of heightened concern over the H1N1 virus. Walgreens spent $174 million on advertising last year. Feil spoke to Brandweek reporter Elaine Wong.

Brandweek: Walgreens’ latest campaign talks about how the company is relevant to different facets of consumers’ lives. How did you come up with the idea for this?

Kim Feil: Over the last several years, Walgreens has been doing a lot of deep studies to understand who our consumers are to make sure our services and messages are relevant and apply to the 5.3 million customers we’re serving every single day in our stores. On October 1, we have our 7,000th store opening. We are literally in everyone’s neighborhood. But we know if we want to serve them well, we need to make sure we understand not just who those 5.3 million consumers are, but who our neighbors are.

And some of these findings?

What we learned from our consumers was they really enjoyed [the fact that] we are there for them in their neighborhoods. That was the primary reason they saw us as being important in their lives — [that is], we are truly accessible healthcare. If their baby has an earache or headache in the middle of the night, we are there for them. It’s a very personal or intimate moment.

How did these insights find their way into the campaign

The reason why those things are important is, as we study them, we get a clear insight into what our consumers want Walgreens to be, which is a resource to them, whether it’s helping them do easy things like grabbing a gallon of milk on a Sunday morning to make breakfast, or something as complicated as [assisting] a newly diagnosed diabetic. This all led to the development of our new communication program, which is truly a…new slogan for the Walgreens brand: “Walgreens: There’s a way.” “There’s a way” is intended to show consumers, customers and patients that Walgreens will help them make informed choices.

“There’s a way” will always be a pointer to a whole range of ways Walgreens helps our customers, patients and consumers everyday. This first spot that [launches today] reflects how Walgreens is able to provide consumers with affordable, community-based healthcare through the form of flu shots, which helps them to find a way to stay well. We made sure we were able to offer a very attractive and affordable price point so that more customers will take the step early this year to protect themselves. We’re making it as easy as possible by guaranteeing that between the hours of 10 a.m. and 4 p.m. every day, in every store, consumers can walk in Walgreens and get a flu shot without an appointment. That’s a big deal because Walgreens has 16,000 pharmacy healthcare certified immunizers. We have the largest certified immunizer workforce in America. The next largest is 4,000.

How big of a campaign is this for Walgreens?

This is the very first time we’ve done a campaign like this across our entire company. [Campaign spans TV, print, online, social media and out-of-home ads.] It’s the first time we’ve had an integrated program, which is a sign of the commitment we’re making to really focus on our campaign’s message.