Patients are no longer satisfied with simple product information. They want health information to support them in managing ailments and disease, as well as added value. In order to create a more beneficial experience for customers and patients, pharma must recognise their demands, and put their needs at the centre of what they do.
Listen in on a conversation discussion customer experience. Time to shift thinking?
4. ... is creating a step-change
in interactions. This is leading
to a better understanding of
customers’ behaviour.
5. right?
Which can only
be a good thing,
... is creating a step-change
in interactions. This is leading
to a better understanding of
customers’ behaviour.
26. learn
They
all about your product
and consult with patients
to find out if your
product is the
right fit.
Valueof your product
procureThey
your product
They
determine
the
31. is...
The sum of every experience
and interaction a customer has
with a provider over the lifetime
of the relationship with a brand.Customer
experience
38. behaviours
By understanding
their motivations and
motivations
of your customers
Well... firstly we need
to understand the
solutions
that meet their needs
and thus, increase the
voice of your brand.
we can create
53. Do you know
what they
from your
product?
expect
Do you know
the local
needsof your customer?
54. Do you know
what they
from your
product?
expect
Do you know
the local
needsof your customer?
Do you have a clear idea
of how the customer’s
needs are being met across
varying channels?
communication
55. Do you know
what they
from your
product?
expect
Do you know
the local
needsof your customer?
Do you have a clear idea
of how the customer’s
needs are being met across
varying channels?
communication
Do you create
for each customer
segment?
CXmaps
56. Do you create
for each customer
segment?
CXmaps
Do you know
what they
from your
product?
expect
Do you know
the local
needsof your customer?
Do you have a clear idea
of how the customer’s
needs are being met across
varying channels?
communication
Do you know when your customers
first come into contact with your
brand? What are their initial
impressions?
66. The EASE
of getting the
information about
your product?
The overall EXPERIENCE
of using your communications
materials?
67. The EASE
of getting the
information about
your product?
The overall EXPERIENCE
of using your communications
materials?
The TIMING of
getting access to your
information?
71. You don’t ask them
WHAT they would
like and in
WHAT FORMAT?
You don’t
collect metrics
around their
EXPERIENCE?
So, you don’t
collect metrics around
CUSTOMER NEEDS?
73. Not really.
As I said, what
we have done
in the past has
worked for us.
74. Then HOW do you know
what you are doing is
effective?
75. Then HOW do you know
what you are doing is
effective?
HOW do you know what
services to provide healthcare
professionals?
76. HOW do you
know what
educational needs
they have?
Then HOW do you know
what you are doing is
effective?
HOW do you know what
services to provide healthcare
professionals?