Taking a customer's point of view, deconstruct SHOPPERS DRUGMART by describing and analyzing their practices in relation to the principles of the Six (6) Pillars of Customer Experience Excellence(Personalization, Integrity, Expectations, Resolution, Time and Effort, Empathy).

Provide

1.Introduction

2. Analysis(Discuss each pillar seperately with business abstract with examples)

3.Summary(Identify any gaps or potential risks based on the weaknesses of any Pillar)

4.Research(use atleast 1 source of research