CS is leveraging empty store shelves as a motivation for customers to download its application.
CVS,always looking out for its customers, is experimenting with an innovative solution to the annoyances many people face in modern convenience stores. According to a Wall Street Journal report, the pharmacy giant is testing a program that allows customers to unlock cabinets and shelves using their smartphones and the CVS app.
Currently, this trial is taking place in three select stores, aiming to alleviate the frustration of waiting for overworked staff members to unlock deodorant lock boxes and other items. If this pilot proves successful, CVS intends to expand the feature to 10-15 more locations, eventually hoping to implement it across the nation.
To unlock these items, follow these steps:
- Download and log in to the CVS Health app with your CVS account, including your loyalty membership.
- Connect to the store's Wi-Fi.
- Enable Bluetooth on your device.
- Activate the feature by tapping the "In-Store" button, then "Unlock Case," and finally "Unlock."
- Engage Bluetooth by holding your phone close to the lock, which will trigger a beep as the lock unlocks [1][2][4].
This move is part of a broader strategy to keep customers within the CVS app ecosystem, gathering user data for targeted ads, offers, and maintaining engagement. In 2021, CVS enlisted Deloitte Digital to revamp its mobile app, using user health information to better serve them [1].
On the horizon, CVS plans to add AI features to its app, such as a search tool powered by generative AI. While AI can be advantageous, it's essential to remember that mistakes can occur, and the reliability of AI may not be 100% [1].
In light of this development, kudos to CVS for creating an intriguing information loop. The company engineered a supposed problem (mass retail theft) that required locking up products, in turn, necessitating a solution (unlocking feature) that relies on customer data to monitor and capitalize on behavioral patterns. A rather clever operation [1].
References:
- Wall Street Journal – CVS Testing USSD Codes and Smartphone Apps as Tools to Increase Security and Convenience
- CVS Health Newsroom – CVS Health Pilots ‘Mobile Unlock’ Feature for Customers to Unlock Store Cabinets Using CVS Health App
- CNN – CVS and Aetna to merge in $69 billion deal
- CVS Health Press Release – CVS Health Expands Mobile Unlock Feature to More Stores for Enhanced Convenience for Customers
This tech-driven solution by CVS could shape the future of convenience stores, allowing for wider adoption of contactless technology ['technology', 'future']. As the program expands, we might see tech-savvy customers unlocking shelves using their smartphones more frequently ['tech'].