1. Three keys to customer loyalty for pharmacies are engaged staff who lead by example and spend time with customers, experiences that satisfy customers through recognition, competence and convenience, and measurement and feedback on results such as increased average sale. 2. Customer loyalty is the result of positive emotional experiences, satisfaction with products and services, and perceived value, not a rewards program, discount or new technology. 3. Pharmacies should focus on service, not being the cheapest, and becoming famous for what they are best at such as quality products and advice.