this article has been archived; content may be out of date.

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.

Building a creative marketing consultancy: how we’ve transitioned into a full service global team

Blue Latitude Health | 9th August 2017

In this Q&A, James Atherton, Vice President and Managing Consultant at our New York office, reveals how our NYC and London offices work together and why having a creative services capability has changed the way we deliver strategic work for clients.                  

read more

Creative effectiveness: how to achieve tangible results

Chris Field | 3rd August 2017

Chris Field, Director and Head of Creative Services at Blue Latitude Health, reveals what it takes to create winning creative campaigns that achieve results in the Pharma market.

read more

How to build an online medical information service that resonates with your customers

Jiayi Chen | 28th July 2017

Sourcing medical information is a top challenge for healthcare professionals in 2017. Here, Associate Consultant Jiayi Chen gives you the inside scoop on how to build a digital service that really serves the needs of your customers.

read more