How Rexall Builds Emotional Connections With Customers [Video]

In episode 461 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Maya Baluschak, director of digital marketing and loyalty at Rexall, a leading Canadian pharmacy and drugstore chain. Listen in as Baluschak provides an overview of the Rexall business (0:45), her role at the company (1:15), and digital marketing efforts to differentiate the pharmacy chain from its competition (2:00). She details Rexall’s use of zero-party data in its loyalty program (2:50), customer demand for more personalized shopping experiences (3:35), and measuring digital channel attribution (4:40).

In addition, Baluschak discusses how Rexall continues to elevate its loyalty program offerings for customers (5:30), what it’s doing to build emotional connections with shoppers (6:55), and why personalizing the customer experience is critical to its future success (7:50). Lastly, she shares upcoming data-driven initiatives she’s excited about at Rexall (8:55) as well as the benefits of attending CRMC (10:20).

This episode was recorded at CRMC 2024 in Chicago.