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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.

Blue Latitude Health - Rays of Sunshine - Time Out London - #Kisses4Wishes

From first conversation to the cover of TimeOut London: #kisses4wishes to support Rays of Sunshine

Liz Inskip | 14th February 2017

As a business that works with healthcare and pharma companies, it’s not often that we get the opportunity to design the cover for Time Out London, so we jumped at the chance to partner with Rays of Sunshine to help them get the word out about their #Kisses4Wishes campaign on Valentine’s Day. Liz Inskip talked with the creative team about the campaign and how BLH approaches this kind of work.

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cockpit-navigation-airplane_Blue-Latitude-Health

The changing role of the expert in healthcare: challenges in customer-centricity

Elisa del Galdo | 8th February 2017

When we talk about customers as experts in healthcare, what we’re really talking about are clinicians. Experts in diagnosis, treatment and clinical care (HCPs) and experts as those who experience the medical condition in their own personal context (patients). Head of Customer Experience Elisa del Galdo talks through how the evolution of the relationship between HCPs and patients is changing the role of the expert in healthcare.

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Smart Connections - Blue Latitude Health - Perspective Magazine

Smart connections with a human touch

Simon Young | 25th January 2017

Simon Young, Director at Blue Latitude Health, discusses how advances in technology are influencing the future of the expert-patient relationship and why healthcare businesses must evaluate how best to support the future role of the expert.

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