CVS Drops Cigarette Sales to Focus on Expanding Health-Care Role

(Bloomberg) -- By ending the sale of tobacco products in its 7,600 pharmacies, CVS Caremark Corp. is redefining itself as a health-care provider in an environment in which millions of newly insured Americans will be looking for quick and convenient medical care.

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Comments (1)
I like that CVS is designing the future they want in part by dropping tobacco products. Punching customers in the face and then offering to dress their wounds isn't consistent thinking and it isn't good business. This change actually frees up CVS from conflicting and confusing messages as they begin to offer smoking cessation therapy and engage on a national smoking cessation program.

In my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations, one of the recipes I share is especially relevant to this story. It is Recipe #3: Write the Future You Want. You simply create the stories that you wish for customers to tell. As CVS continues to forge ahead on their mission I imagine countless stories told by millions of customers (patients) that are helped by the 26,000 pharmacists and nurse practitioners serving across 7,600 CVS stores. Of course fully embracing Recipe #3 will have CVS moving toward a future where other products are scrutinized and similarly dropped, while yet other products and services will be introduced. Read my expanded comments at http://bit.ly/1g6W4nE
Posted by Greg O | Thursday, February 06 2014 at 6:25PM ET
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