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How to create a holistic view of your customers' experience

Blue Latitude Health | 1st July 2014

The landscape of pharma marketing has changed drastically over the last decade. After years of “product-centricity”, pharmaceutical companies have realised it is time to shift focus to customer experience; providing customers with what they want, how they want it, and when they want it. This shows a move from volume to value, concentrating on building engaged and loyal customers.

Pharma has become passionate about delivering value to customers, but changing the way the industry thinks hasn't been easy, and there is still a way to go before everyone is on-board and open to the methods required as part of the customer experience vision. Customer-centricity requires an openness and willingness to constantly listen to what the customer has to say, followed up by taking actions to adapt accordingly. In an industry that is comfortable with strict regulations, red-tape, and rigorous research, this reactive and quick-to-act approach will feel uncomfortable. Harry Crook, Pharmacist, understands the importance of providing products that patients want, as he discusses in this video: https://www.youtube.com/watch?v=2_qbtHqr3Zs.

We're not suggesting you throw out your Sales Force Effectiveness insights and start from scratch. It is still important to measure the performance of your sales force, but what you should be looking to do is complement your existing set-up with an additional layer to your customer experience strategy, by allowing real-time customer feedback to be collected.

Listening to what your customers say will help you to understand their needs and ensure you are delivering your product (or service) in the right way.

Together, Sales Force Effectiveness and customer feedback data can (and should) work together to provide a truly holistic view of your customers' experience.

 

Read more about how to engage your customers in this blog from Head of CX Elisa del Galdo.

How to plan, execute and refine an excellent congress experience

Dolan Desai, Dale Choate | 21st June 2017

Medical congresses are one of the most important and intensive marketing activities a company can undertake. Here Dolan Desai and Dale Choate give you the practical tools and tips you need to create a leading congress experience.

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US Capitol dome

21st Century Cures Act: a commercial perspective on how the new FDA regulation could revolutionise use of RWE and analytics in healthcare

David Cooney | 15th June 2017

The 21st Century Cures Act was signed into law last December during the Obama administration. It brings numerous changes to the US drug development landscape, impacting patients, academia, research institutions, and industry. Over the last number of months Blue Latitude have been engaging with US pharma companies to help our clients understand its implications and how it could be leveraged.

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surfer-perspective-4-executional-excellence

The Executional Excellence issue of Perspective magazine is live

Blue Latitude Health | 23rd May 2017

What drives us at BLH is the opportunity to make a real difference – and for our clients, that difference is measured both in customer outcomes and commercial outcomes. In the Executional Excellence edition of Perspective magazine, we explore topics around the ‘executional excellence’ theme – creating work that works. 

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