Challenges

Pharmacists play a critical role in OTC medication selection, counseling, and adherence—but engagement programs were historically fragmented and difficult to scale consistently across large pharmacy networks.

Key challenges included:

• Low differentiation at the pharmacy counter: Competing OTC brands made it harder to build consistent pharmacist preference.
• Inconsistent patient counseling quality: Medication guidance varied by location, impacting adherence and outcomes.
• Limited participation in product training: Certification and drug-interaction modules saw uneven completion rates.
• Under-leveraged OTC recommendations: Self-care and wellness opportunities were often missed during consultations.
• Short-term incentive fatigue: One-off programs failed to build sustained pharmacy loyalty.
• Operational complexity: Manual tracking of dispensing behavior and engagement slowed program execution and reporting.

Personas involved

• Pharmacists & Pharmacy Staff: Dispense medications, recommend OTC products, counsel patients, and participate in therapy management and training programs.

• Pharmacy Operations & Training Teams: Oversee certification programs, counseling standards, and compliance across pharmacy locations.

• Commercial & Trade Marketing Teams: Design incentive structures, loyalty tiers, and pharmacy engagement campaigns.

• Patient Experience & Adherence Teams: Focus on counseling quality, therapy management, and outcomes improvement.

• Program Admin / Super Admin: Manages Loyalife rules, budgets, reward catalogs, compliance approvals, and performance dashboards.

The solution

The company needed a pharmacy-focused engagement platform that could reward the right behaviors—dispensing accuracy, counseling quality, training completion, and long-term advocacy—while remaining compliant and easy to scale. Xoxoday Loyalife delivered a unified loyalty and incentive ecosystem tailored for pharmacists and pharmacy staff.

Dispensing incentives to influence point-of-care recommendations: Xoxoday Loyalife rewarded pharmacists for recommending and dispensing approved OTC products—building brand preference at the critical decision moment while maintaining compliance safeguards.

Patient counseling rewards to improve adherence and outcomes: Pharmacy staff were recognized for exceptional counseling, medication therapy management, and adherence support—reinforcing the pharmacist’s role as a frontline healthcare partner.

Certification bonuses to build confident product advocates: Xoxoday Loyalife incentivized completion of product knowledge training, drug interaction modules, and therapeutic certifications—ensuring pharmacists felt confident recommending the right solutions.

OTC recommendation rewards for self-care and wellness: Pharmacists earned rewards for recommending OTC products during wellness consultations—capturing incremental sales and improving consumer self-care outcomes.

Therapy management incentives for holistic patient care: The program rewarded inclusion of the company’s products in medication therapy management (MTM) consultations—positioning them as part of broader patient care plans.

Tiered loyalty program to build long-term pharmacy partnerships: Xoxoday Loyalife enabled tier-based progression (Silver, Gold, Platinum), rewarding sustained volume growth, consistent engagement, and brand advocacy with escalating benefits and exclusive perks.

Seamless integrations for automation and visibility: Integrations with pharmacy systems, LMS platforms, and analytics tools enabled automated reward triggers based on verified actions—reducing manual effort and improving transparency across thousands of pharmacy locations.

Impact

• 34% increase in OTC product recommendations at the pharmacy counter, driven by targeted dispensing incentives.
• 29% improvement in training and certification completion rates, strengthening pharmacist confidence and advocacy.
• 22% uplift in documented patient counseling interactions, supporting better adherence and outcomes.
• 18% growth in OTC basket size, powered by therapy management and wellness recommendations.
• 2.1× increase in sustained pharmacy engagement, enabled by tiered loyalty progression.
• USD 11.6 million in automated pharmacy rewards processed annually, with full compliance, transparency, and real-time reporting.

Conclusion

By implementing Xoxoday Loyalife, the OTC pharmaceuticals company transformed pharmacist and pharmacy staff engagement from transactional incentives to a long-term loyalty ecosystem. From dispensing and counseling rewards to certifications, therapy management, and tiered recognition, Xoxoday Loyalife helped strengthen pharmacy partnerships, elevate patient care, and drive consistent OTC brand preference across the United States.